Summary
Overview
Work History
Education
Skills
Timeline
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Margaret Waweru

Dallas,TX

Summary

Performance focused with more than 6 years’ experience in a Customer Service Representative ,Administrative role and Data Entry. In-depth knowledge and skills in various administrative roles such as call handling, face to face enquiries, mail correspondence and online technical support in a professional manner owing to a strong IT background as well as cross selling products. A team-player with the ability to work in an extremely fast-paced environment ensuring assigned tasks are completed on target. Excel at interfacing with peers and management and a talent for quickly learning new information, procedures, and technologies. Exceptionally organized and able to multitask.

Overview

9
9
years of professional experience

Work History

Data Entry Specialist

Smart Data
Plano, TX
01.2022 - 01.2023
  • Responsible for digitizing data for storage purposes including collecting client information, maintaining an organized filing system, and reviewing data for completeness and accuracy
  • Implemented a new data entry process that reduced errors and increased efficiency, resulting in cost savings
  • Developed and maintained a database of customer information, ensuring data confidentiality and compliance with data protection regulations
  • Assisted with data mining and analysis projects, providing accurate and reliable data to support business insights and decision-making
  • Updated and maintained exist Updated and maintained existing records with new information, ensuring data accuracy and completeness records with new information, ensuring data accuracy and completeness
  • Retrieved data from various sources, providing timely and accurate information to support business operations and decision-making
  • Transferring data from paper formats into computer files or database systems
  • Perform regular backups to ensure data preservation.

Book-keeping/Administrative assistance

Smart Freight Inc
Mckinney, TX
01.2019 - 01.2020
  • Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes
  • Operate computers programmed with accounting software to record, store, and analyze information
  • Prepare and process payroll information
  • Calculate, prepare, and issue bills, invoices, account statements, and other financial statements according to established procedures
  • Managed incoming calls from drivers, addressing inquiries and providing necessary information
  • Actively contribute to process improvement initiatives, leading to a [percentage] reduction in delivery times
  • Assisted in optimizing routes to reduce fuel costs and improve delivery efficiency
  • Calculate, prepare, and issue bills, INVOICES, account statements, and other financial statements according to established procedures
  • Assisted in Monitor real-time GPS tracking systems to track driver progress and address any potential delays
  • Respond promptly to driver inquiries and resolve any on-the-road challenges to maintain seamless operations
  • Maintain accurate records of driver logs, delivery times, and any incidents, ensuring compliance with regulations
  • Updating and maintaining the fleet management software with relevant information
  • Compiled and maintained accurate records of delivery schedules, fuel consumption, and maintenance logs.

Customer Experience Executive

Safaricom Ltd
01.2016 - 01.2017
  • Handle escalated customer inquiries and complaints in a fast-paced call center providing efficient and effective solutions to ensure customer satisfaction
  • Used multiple systems to resolve customer issues as fast as possible in the most professional manner
  • Mentor and train junior customer service representatives, assisting in their development and knowledge enhancement
  • Lead team meetings using Microsoft team and zoom to discuss best practices, new procedures, and customer service goals
  • Collaborate with cross-functional teams, including technical support and billing departments, to resolve complex customer issues
  • Utilize CRM tools to document customer interactions, track issues, and maintain accurate records
  • Recognized as a top performer in the call center, achieving an increase in customer satisfaction scores of over 6
  • Successfully upsell and cross-sell additional products and services, contributing to an increase in revenue
  • Actively contribute to process improvement initiatives, streamlining workflows and enhancing the customer experience.

Sales Representative Assistant

A to Z Technology Solutions Ltd
01.2014 - 01.2015
  • Assisted customers with inquiries, billing questions, technical issues, and service changes via phone and email
  • Achieved a high level of customer retention through effective communication and issue resolution
  • Collaborated with technical support teams to troubleshoot and resolve network-related concerns
  • Maintained up-to-date knowledge of T-Mobile's products, services, and promotions
  • Consistently met and exceeded individual performance targets, including call resolution time and customer satisfaction metrics.

Education

Diploma - Secretarial Studies

Nairobi Institute of Business Studies

Diploma - Customer Service

Nairobi Institute of Business Studies

Skills

Microsoft Office Suiteundefined

Timeline

Data Entry Specialist

Smart Data
01.2022 - 01.2023

Book-keeping/Administrative assistance

Smart Freight Inc
01.2019 - 01.2020

Customer Experience Executive

Safaricom Ltd
01.2016 - 01.2017

Sales Representative Assistant

A to Z Technology Solutions Ltd
01.2014 - 01.2015

Diploma - Secretarial Studies

Nairobi Institute of Business Studies

Diploma - Customer Service

Nairobi Institute of Business Studies

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