Reuben Nyambura
Puyallup
Summary
Results-driven customer service professional with proven expertise in problem resolution, relationship building, and conflict management. Demonstrated success in enhancing customer satisfaction and training teams for optimal performance.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Simplicity Trucking
Puyallup, WA
05.2017 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume phone calls, consistently maintaining professional demeanor and accuracy.
- Coordinated logistics to ensure timely delivery and service excellence for customers.
- Trained new staff on company policies, procedures, and customer service protocols.
- Implemented process improvements that enhanced response time and customer satisfaction rates.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Collaborated with cross-functional teams to streamline operations and improve service delivery.
- Mentored junior representatives, fostering a collaborative environment focused on continuous improvement.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Senior Customer Service Representative
Adventure HQ
United Arab Emirates(Dubai)
02.2009 - 01.2017
- Led team in resolving complex customer inquiries, enhancing overall service quality.
- Developed training programs for new hires, improving onboarding efficiency and knowledge retention.
- Streamlined complaint resolution processes, reducing response time and increasing customer satisfaction.
- Analyzed customer feedback to identify trends, informing product development and service enhancements.
- Established best practices for handling escalated issues, minimizing potential service disruptions and complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Created and maintained detailed database to develop promotional sales.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
MBA - Information Technology
UGC(Global Correspondence)
Nairobi11-2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Conflict resolution
- Call center experience
- Problem resolution
- Customer relations
- Relationship building
Languages
English
Full Professional
Swahili
Full Professional
kikuyu
Professional Working
Ara
Timeline
Customer Service Representative
Simplicity Trucking
05.2017 - Current
Senior Customer Service Representative
Adventure HQ
02.2009 - 01.2017
MBA - Information Technology
UGC(Global Correspondence)