Summary
Overview
Work History
Education
Skills
REFERENCES
Timeline
Generic

LILIAN MWAKHA

CUSTOMER CARE REPRESENTATIVE
Nairobi, Kenya

Summary

I am Knowledgeable and dedicated customer service professional with extensive experience in business industry of over 3years. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

4
4
years of professional experience
9
9
years of post-secondary education

Work History

CUSTOMER CARE INBOUND/RETENTION AGENT (REMOTE)

AVENTUS LLC
Charleston, SC
06.2021 - 12.2022
  • Adhered to appropriate legal scripting when required.
  • Developed new strategies for customer retention activities.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Delivered excellent customer service, resulting in consistent customer satisfaction rating.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.

CUSTOMER SERVICE EXECUTIVE

SILVERDEAN COMPANY LIMITED
NAIROBI, KENYA
10.2020 - 05.2021
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Asked open-ended questions and researched issues in system to resolve various customer billing errors.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

CALL CENTRE AGENT

CCI KENYA
NAIROBI, KENYA
07.2019 - 09.2020
  • Resolved concerns with products or services to help with retention and drive sales.
  • Responded to customer comments and questions via LiveChat during shifts.
  • Responded to customer calls and emails to answer questions about products and services.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Maintained and managed customer files and databases.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

PROJECT ASSISTANT

PLAN INTERNATIONAL
BONDO, SIAYA
08.2018 - 05.2019
  • Translated information into electronic forms by compiling and sorting data.
  • Organized corporate travel by tracking various travel expenses and devising comprehensive travel strategy.
  • Updated spreadsheets and created presentations to support executives and boost team productivity.
  • Created and updated records and files to maintain document compliance.
  • Assisted management with activities to plan and oversee events and programs.
  • Recorded and tracked operational expenses to identify and eliminate wasteful spending.

Education

Bachelor of Science - Community Health And Development

Jaramogi Oginga Odinga University
SIAYA
01.2015 - 12.2018

High School Diploma -

Archbishop Njenga Girls High School
KAKAMEGA
01.2009 - 12.2013

No Degree - Project Monitoring And Evaluation

Career Point Solutions
NAIROBI
04.2001 -

Associate of Arts - Diploma in Customer Service

Alison
Online
01.2023 - Current

Skills

Customer service background

undefined

REFERENCES

KATHLEEN MAE VILLA

Aventus LLC, Supervisor

Email: m.villa@aventus.com


MR. SAMUEL MUNGAI

CCI Kenya, Team Leader

Tel: 0735 557 228

Email: mungai641@gmail.com


MR. SILVANOS OWUOR

Plan International, M&E Coordinator

Tel: 0720 100 880

Email: silvanosowur@gmail.com






Timeline

Associate of Arts - Diploma in Customer Service

Alison
01.2023 - Current

CUSTOMER CARE INBOUND/RETENTION AGENT (REMOTE)

AVENTUS LLC
06.2021 - 12.2022

CUSTOMER SERVICE EXECUTIVE

SILVERDEAN COMPANY LIMITED
10.2020 - 05.2021

CALL CENTRE AGENT

CCI KENYA
07.2019 - 09.2020

PROJECT ASSISTANT

PLAN INTERNATIONAL
08.2018 - 05.2019

Bachelor of Science - Community Health And Development

Jaramogi Oginga Odinga University
01.2015 - 12.2018

High School Diploma -

Archbishop Njenga Girls High School
01.2009 - 12.2013

No Degree - Project Monitoring And Evaluation

Career Point Solutions
04.2001 -

Similar Profiles

CREATE PROFILE
LILIAN MWAKHACUSTOMER CARE REPRESENTATIVE