Lilian Mumbua Munywoki
Customer Service Manager
NAIROBI,Nairobi Municipality
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Manager
Nairobi Aviation Medicine Clinik
Nairobi
02.2017 - Current
- Supervising employees and assessing performances to determine training needs and define accurate plans for decreasing process lags.
- Following through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Training and regularly mentoring associates on performance-oriented strategies and customer service techniques.
- Achieved consistent weekly call volume of 100+ customers.
Data Entry Clerk
Kenya Civil Aviation Authority
NAIROBI
01.2015 - 05.2024
- Sorting documents and maintaining organized filing process.
- Scanning documents and saving in database to keep records of essential organizational information.
- Entering numerical data into databases with speed and accuracy using 10-key pad.
- Completed data entry tasks with accuracy and efficiency.
- Organizing , sorting, and checking input data against original documents.
- Entering data into various computer systems accurately using Microsoft Office Suite.
Business Development Manager
Nairobi Aviation Medicine Clinik
Nairobi, 30
01.2015 - 01.2017
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit
- Established relationships with key decision-makers within customer's organization to promote growth and retention
- Reached out to potential customers via telephone, email, and in-person inquiries
- Negotiated and closed long-term agreements with new clients in assigned territory
- Established key performance indicators to track and analyze business progress and adjust strategies accordingly
- Monitored market trends and competitor activities to identify areas of potential opportunity closing ration of new accounts by 50% through implementation of sales processes
- Negotiated fixed price contracts to secure 100% of territory
- Generated new business with marketing initiatives and strategic plans
- Reached out to potential customers via telephone, email, and in-person inquiries.
Project Manager
Foreign Service Institute Ministry of Foreign Affairs
Nairobi, 30
01.2011 - 01.2014
- Met project deadlines without sacrificing build quality or workplace safety
- Developed and initiated projects, managed costs, and monitored performance
- Planned, designed, and scheduled phases for large projects
- Managed projects from procurement to commission
- Identified plans and resources required to meet project goals and objectives
- Redesigned and implemented progress tracking system, as result, decreased tracking time by 50%
- Implemented third-party outreach system, increasing efficiency of coordination by 50%.
- Achieved project deadlines by coordinating with contractors to manage performance
Customer Service Executive
Mombasa Intercontinental Hotel
03.2009 - 12.2010
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems
- Developed working relationships with internal and external customers while assisting with account management duties
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Answered customer telephone calls promptly to avoid on-hold wait times
- Processed customer service orders promptly to increase customer satisfaction
- Managed over 70+ customer calls
Executive Assistant
Finix Casino
01.2007 - 11.2008
- Organized and coordinated conferences and monthly meetings
- Screened calls and emails and initiated actions to respond or direct messages for managers
- Processed travel expenses and reimbursements for executive team and senior management group
- Answered high volume of phone calls and email inquiries
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time
- Provided exceptional support to managers and co-workers, increasing the overall efficiency of office by 30%
- Introduced user-friendly electronic filing system, which reduced file retrieval time by 30%.
Education
MBA - Marketing
Kenya Methodist University
08.2015 - 05.2017
BBA - Entrepreneurship
Kenya Methodist University
01.2012 - 05.2015
Skills
Customer Relationship Management Software (CRM)
Languages
English
Native or Bilingual
Swahili
Native or Bilingual
French
Elementary
Timeline
Customer Service Manager
Nairobi Aviation Medicine Clinik
02.2017 - Current
MBA - Marketing
Kenya Methodist University
08.2015 - 05.2017
Data Entry Clerk
Kenya Civil Aviation Authority
01.2015 - 05.2024
Business Development Manager
Nairobi Aviation Medicine Clinik
01.2015 - 01.2017
BBA - Entrepreneurship
Kenya Methodist University
01.2012 - 05.2015
Project Manager
Foreign Service Institute Ministry of Foreign Affairs
01.2011 - 01.2014
Customer Service Executive
Mombasa Intercontinental Hotel
03.2009 - 12.2010
Executive Assistant
Finix Casino
01.2007 - 11.2008
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