Customer Service Representative

Geoffrey Kiplagat Kemboi

Nairobi, Kenya, *****,

****************@*****.***

072*-******

Geoffrey Kemboi.

Professional Summary

Dynamic and results-oriented customer service professional with over four years of experience in diverse environments. Adept at managing customer inquiries, resolving issues, and fostering strong client relationships. Committed to enhancing customer satisfaction through proactive problem-solving and a positive attitude.

Professional Experience

Senior Customer Service Representative

Simlink Company, Nairobi

July– Present

- Handle high-volume customer inquiries across multiple channels (phone, email, chat), maintaining an average satisfaction score of 95%.

- Train and mentor new team members, improving onboarding efficiency and service quality.

- Analyze customer feedback to identify trends and implement improvements, resulting in a 15% reduction in repeat complaints.

- Collaborate with cross-functional teams to enhance service processes and develop customer-centric solutions.

Customer Service Associate

Utalii Company, Nairobi.

May, 2024 – June, 2024.

- Provided exceptional support to customers, addressing inquiries related to products, services, and account management.

- Successfully resolved customer issues with a 90% first-contact resolution rate, significantly improving customer retention.

- Assisted in the development of a new FAQ resource, reducing response times and improving self- service options for customers.

- Recognized as "Employee of the Month" for outstanding performance and dedication to customer satisfaction.

Skills

- **Customer Relationship Management:** Proficient in CRM software (e.g., Salesforce, Zendesk) for tracking interactions and managing customer data.

- **Communication:** Strong verbal and written communication skills, capable of conveying complex information clearly and effectively.

- **Problem Solving:** Excellent analytical skills with a focus on identifying issues and providing effective solutions quickly.

- **Time Management:** Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.

- **Team Collaboration:** Experience working in diverse teams, fostering a positive work culture, and driving team success.

Education

Bachelor of Arts in Economics and Sociology

Chuka University, Nairobi, Kenya.

September, 2020 – April, 2024

Certifications

-Certified Public Accountants

- Customer Service Excellence Certification

- Bachelors Of Economics & Sociology

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