Paulette Angara
Bangor,ME
Summary
Customer Service Specialist skilled in task prioritization and multitasking in high-pressure settings. Demonstrated success in team collaboration to meet individual and organizational goals. Expertise in resolving escalated customer support issues, leading to improved customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Okash Mobile Lending
Nairobi, Kenya
02.2019 - 05.2025
- Answered customer inquiries and provided accurate information regarding products and services.
- Adhered strictly to all applicable laws, regulations, and company policies while collecting outstanding debts.
- Evaluated customer responses during negotiations and adjusted approaches accordingly.
- Developed strategies for improving the efficiency of debt recovery processes.
- Responded promptly and accurately to customer inquiries regarding their accounts status or payment arrangements.
- Promptly escalated unresolved disputes or complex cases requiring additional research or attention.
- Negotiated payment plans with customers in order to collect delinquent debts.
- Consistently met departmental goals for total number of successful recoveries per month.
- Conducted outbound calls, emails, and letters to customers with overdue payments.
- Provided timely feedback on collection efforts through daily reporting systems.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
Airbnb Host
Self Employed Web
Nairobi, Kenya
10.2020 - 02.2022
- Performed regular inspections of properties prior to guest arrivals to ensure safety standards were met.
- Negotiated favorable terms with vendors for services such as cleaning and maintenance.
- Provided concierge services such as arranging transportation or restaurant reservations.
- Organized and maintained a clean, safe, and inviting environment for guests.
- Stayed up-to-date on industry trends so that best practices could be implemented.
- Advised guests on attractions in the local area based on their interests.
- Generated reports to track occupancy rates, revenue, expenses, and other metrics related to hosting.
- Maintained an organized system for tracking bookings, payments, cancellations, reviews.
- Collaborated with other hosts in order to share tips on how to optimize operations.
- Created detailed listings on Airbnb with photos and accurate descriptions of the property amenities.
- Resolved customer service issues quickly and professionally when they arose.
- Assisted with marketing efforts by creating content for social media platforms.
- Responded to guest inquiries in a timely manner by phone, email, or text.
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
Merchandise Associate
Unilever company
Nairobi, Kenya
08.2019 - 02.2020
- Inspected products for quality assurance purposes prior to stocking shelves.
- Assisted customers in locating desired items and provided advice on product features.
- Provided training and guidance for new employees in merchandising practices.
- Developed creative display ideas that highlighted featured products in a visually appealing manner.
- Ensured compliance with company policies regarding pricing and promotions.
- Conducted weekly cycle counts of merchandise inventories to maintain accurate records of stock levels.
- Facilitated daily store operations, including replenishing stock and organizing merchandise displays.
- Provided superior customer service by responding promptly to inquiries and resolving customer complaints.
Sales Associate
Oppo Mobiles
Nairobi, Kenya
09.2018 - 07.2019
- Greeted customers and provided exceptional customer service.
- Demonstrated product features and benefits for customers' needs.
- Developed promotional strategies to increase sales volume.
- Maintained cleanliness of store environment including floors, windows, displays.
- Maintained up-to-date knowledge of store merchandise and policies.
- Provided accurate information about products, prices and services.
- Handled customer complaints in a professional manner.
- Tracked sales performance metrics to identify trends in market place.
- Attended weekly team meetings to review performance goals and objectives.
- Upsold additional items based on customer interests and needs.
- Ensured that all displays were properly stocked with merchandise at all times.
- Maintained detailed records of stock inventory and replenished merchandise as needed.
- Demonstrated how to use mobile devices, including downloading apps and setting up accounts.
- Assisted customers in selecting appropriate products based on their needs.
- Generated reports detailing daily, weekly, monthly, quarterly, or yearly sales figures.
- Developed relationships with customers by providing excellent customer service.
Education
Bachelor of Arts - English And Literature
Moi University
Eldoret ,Kenya10-2013
High School Diploma -
Naivasha Girls Secondary
Naivasha , Kenya11-2012
Skills
- Customer service
- Written communication
- Content creation
- Project management
- Research skills
- Data analysis
- Problem solving
- Team collaboration
Certification
- I am currently taking certification course on project management offered by google
Languages
English
Professional
Swahili
Professional
Affiliations
- I volunteer as a tutor at Literacy Volunteers of Bangor
- I Enjoy traveling and learning about different cultures
Professional References
Denise Lilly
Student services coordinator
Literacy Volunteers of Bangor
DeniseLilly@LVBangor.org
Luke Levit
Director of Rev Cycle Operations
2075426395
Timeline
Airbnb Host
Self Employed Web
10.2020 - 02.2022
Merchandise Associate
Unilever company
08.2019 - 02.2020
Customer Service Representative
Okash Mobile Lending
02.2019 - 05.2025
Sales Associate
Oppo Mobiles
09.2018 - 07.2019
Bachelor of Arts - English And Literature
Moi University
High School Diploma -
Naivasha Girls Secondary
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