Lydia Peter

• Processed cash, card, and mobile payments accurately at point of sale.
• Assisted customers with pricing, product location, and checkout inquiries.
• Balanced cash drawer and resolved till discrepancies with attention to detail.
• Issued receipts and maintained accurate transaction records throughout shifts.
• Replenished checkout supplies and kept cashier area clean and organized.
• Handled customer complaints calmly and escalated issues when required.
• Counted money in drawers at beginning and end of each shift.
• Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
• Developed and managed relationships with customers to increase customer loyalty.
• Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
• Utilized POS system to handle customer cash and credit card transactions.
• Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
• Redeemed coupons to discount purchases.
• Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
• Utilized point-of-sale systems efficiently, ensuring accurate pricing and swift transaction processing.
• Upheld strict adherence to store policies and regulations, minimizing potential financial discrepancies.
• Processed refunds and exchanges in accordance with company policy.
• Used POS system to enter orders, process payments and issue receipts.
• Maintained current knowledge of store promotions and highlighted sales to customers.
• Responded promptly to requests for assistance, spills and customer inquiries.
• Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
• Set up new sales displays each week with fresh merchandise.
• Conducted inventory counts by adding each item in stock and documenting in computer system.
• Demonstrated product features, answered questions and redirected objections to highlight positive aspects.

• Resolved customer inquiries across mobile, data, and M-PESA services using clear, accurate communication.
• Logged complaints and service requests in CRM systems, ensuring complete case documentation and timely follow-up.
• Guided customers through account issues, plan changes, and troubleshooting steps with patience and professionalism.
• Escalated unresolved cases to appropriate teams while maintaining ownership until final resolution.
• Adhered to call handling procedures and service standards to support consistent customer experience.
• Updated customer records and interaction notes to improve case tracking and service continuity.
• Supported clients with product information, activation guidance, and basic self-service options.
• Maintained confidentiality while handling sensitive customer data and account details.
• Contributed to the development of updated training materials for new employees, ensuring consistent service delivery across the team.
• Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
• Maintained customer records by updating account information.
• Enhanced team productivity by providing ongoing training and support to new hires.
• Provided professional guidance to colleagues as a subject matter expert in key areas of customer care operations.
• Utilized CRM software effectively to update customer information, track interactions, and manage cases.
• Collaborated with cross-functional teams to resolve customer issues quickly and efficiently.
• Explored alternative solutions when handling customer complaints, resulting in increased retention rates.
• Implemented feedback from quality assurance reviews to continually improve performance metrics.
• Developed and maintained a deep understanding of evolving industry trends, ensuring the ability to provide informed recommendations and effectively address client inquiries.
• Balanced competing priorities to meet deadlines while maintaining exceptional customer care standards.
• Exceeded performance targets consistently through diligent follow-up on open cases and effective time management techniques.
• Reduced call wait times for customers by streamlining processes and implementing efficient call routing strategies.
• Demonstrated empathy and active listening skills, building rapport with customers to foster long-term loyalty.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

• Resolved inbound customer inquiries, billing concerns, and service requests with accurate, courteous support.
• Documented customer interactions in CRM systems to maintain complete, updated account records.
• Escalated complex complaints to appropriate teams while tracking resolution status until closure.
• Explained Airtel service plans, features, and policies to support informed customer decisions.
• Handled high-volume calls while maintaining professional tone and consistent service quality.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Fostered positive customer service culture within team which led to higher customer satisfaction rates.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Boosted team morale by consistently recognizing colleagues' contributions and achievements.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Managed timely and effective replacement of damaged or missing products.
• Sought ways to improve processes and services provided.

• Resolved customer inquiries across mobile, data, and M-PESA services using clear, accurate communication.
• Logged complaints and service requests in CRM systems, ensuring complete case documentation and timely follow-up.
• Guided customers through account issues, plan changes, and troubleshooting steps with patience and professionalism.
• Escalated unresolved cases to appropriate teams while maintaining ownership until final resolution.
• Adhered to call handling procedures and service standards to support consistent customer experience.
• Updated customer records and interaction notes to improve case tracking and service continuity.
• Supported clients with product information, activation guidance, and basic self-service options.
• Maintained confidentiality while handling sensitive customer data and account details.
• Contributed to the development of updated training materials for new employees, ensuring consistent service delivery across the team.
• Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
• Maintained customer records by updating account information.
• Enhanced team productivity by providing ongoing training and support to new hires.
• Provided professional guidance to colleagues as a subject matter expert in key areas of customer care operations.
• Utilized CRM software effectively to update customer information, track interactions, and manage cases.
• Collaborated with cross-functional teams to resolve customer issues quickly and efficiently.
• Explored alternative solutions when handling customer complaints, resulting in increased retention rates.
• Implemented feedback from quality assurance reviews to continually improve performance metrics.
• Developed and maintained a deep understanding of evolving industry trends, ensuring the ability to provide informed recommendations and effectively address client inquiries.
• Balanced competing priorities to meet deadlines while maintaining exceptional customer care standards.
• Exceeded performance targets consistently through diligent follow-up on open cases and effective time management techniques.
• Reduced call wait times for customers by streamlining processes and implementing efficient call routing strategies.
• Demonstrated empathy and active listening skills, building rapport with customers to foster long-term loyalty.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Studied economic principles, statistical analysis, data interpretation, research methods, and quantitative techniques to support informed decision-making and problem-solving.