Marion Kimutai
Mt. Vernon,NY
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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Manager
IQAir North America
06.2022 - Current
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Take ownership of customer issues and follow problems through to resolution.
- Manage a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduce customer complaints, proactively addressing issues and implementing effective solutions.
- Train and regularly mentor associates on performance-oriented strategies and customer service techniques.
- Actively listen to customers, handle concerns quickly and escalate major issues.
Executive Assistant
McKinsey & Company
01.2019 - 05.2022
- Provided comprehensive administrative support to senior executives, managing complex calendars, scheduling appointments, and coordinating domestic and international travel arrangements
- Screened and prioritized incoming communications, including emails, phone calls, and mail, demonstrating exceptional judgment and discretion in handling sensitive matters
- Prepared and edited correspondence, presentations, reports, and other documents with meticulous attention to detail and adherence to McKinsey & Company's high standards of excellence
- Handled confidential and sensitive information with discretion and tact.
- Anticipated the needs of executives and proactively addressed them, including preparing meeting materials, agendas, and briefing documents to facilitate productive discussions
- Managed expense reports, reimbursements, and invoices with accuracy and efficiency, tracking expenses and ensuring compliance with company policies and procedures.
Education
Master of Science - Project Management
Arizona State University
Arizona05.2022
Bachelor of Arts - Law
University of Chicago
05.2019
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Time Management
- Decision-Making
- Excellent time management skills
- Exceptional interpersonal communication
- Complaint resolution
- Customer Relationship Management (CRM)
Accomplishments
- Successfully recruited and trained over 15 new customer service representatives.
- Resolved product issue through consumer testing.
- Won Employee of the Year award in 2023.
Certification
- CPM - Certified Professional Manager
- Certified Project Manager
Languages
English
Native or Bilingual
Spanish
Professional Working
Swahili
Native or Bilingual
French
Full Professional
Timeline
Customer Service Manager
IQAir North America
06.2022 - Current
Executive Assistant
McKinsey & Company
01.2019 - 05.2022
Master of Science - Project Management
Arizona State University
Bachelor of Arts - Law
University of Chicago
- CPM - Certified Professional Manager
- Certified Project Manager
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