Gladys Muringi Muhita
Nairobi,Nairobi
Summary
Results-oriented and energized professional with a verifiable track record of offering exceptional customer experience. Recognized for dealing with customers' complaints by ensuring that are resolved in a manner that repeat business is not compromised. Expert in delivering consistent customer service to ensure client satisfaction and service improvement. A friendly and approachable individual who has a profound ability to make decisions that are right for the customer.
Professional with robust background in customer support, adept at resolving complex issues and enhancing client satisfaction. Proficient in effective communication, problem-solving, and adapting to dynamic environments. Strong team collaborator focused on delivering consistent, high-quality results. Reliable and flexible, ensuring optimal performance in fast-paced settings.
Overview
9
9
years of professional experience
Work History
Customer Representative
CCI Kenya - Metro by T-Mobile
02.2022 - Current
- Responsible for providing exceptional customer service and support to customers
- Responds to customer inquiries, concerns, and requests through phone calls, emails, chats, or other channels
- Provides accurate and timely information about products, services, plans, and promotions
- Assists customers with technical issues related to mobile devices, services, plans, and network connectivity through troubleshooting
- Addresses billing inquiries account balance checks, and payment-related issues
- Helps customers manage their accounts, recharge balances, and process payments
- Documents all customer interaction information according to standard operating procedures
- Recommends process improvements for process excellence
- Identifies and resolves customer complaints, issues, or service disruptions, aiming for a swift and satisfactory resolution
- Educates customers about the features, benefits, and usage of the products, and value-added offerings
- Adheres to policies, guidelines, and regulatory requirements while assisting customers
- Provides periodic reports to supervisors or managers on customer interactions and trends
- Streamlined communication channels for improved customer service response times and overall efficiency.
- Increased repeat business through exceptional service, building trust and loyalty among clients.
Customer Care Executive - Call Center
Techno Brain BPO
04.2021 - 01.2022
- Responsible for handling the Calls, Order Entry, Escalation Desk, Number Management, and other customer-related activities
- Answered courteously inbound calls and responded to customer inquiries
- Generated customer interest in the services or products offered by the company
- Provided personalized customer service by responding to the needs of the customers
- Took detailed reports and provided resolution for the complaint or concern
- Worked with a call center manager and technical team if a resolution could not be made
- Explained products and services in detail to the customer
- Made follow-up on customer concerns to ensure customer satisfaction
- Conducted customer surveys to establish areas that needed improvements
- Managed the customer database i.e., name, complaint, whether resolved or pending, etc
Customer Service Representative - Call Center
Horizon Contact Centers
08.2020 - 03.2021
- Responsible for logging customer complaints and concerns, and explaining details about a product or service through telephone
- Maintained customer experience levels within the quality standards stipulated
- Handled objections by building rapport with customers
- Updated information on the CRM
- Adhered to Data Protection policy about the confidentiality of customer details
- Recognized opportunities for cross-selling to customers, by advising on new and existing services which may suit their requirements
- Patiently listened and responded to customer queries
- Understood and adhered to the escalation process
- Provided peer support to other Customer Service Representatives to improve overall team performance
Sales Executive
User Experience Technology
01.2019 - 08.2019
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
Safaricom Sales Executive
Safe World Dealer Shop
07.2017 - 09.2017
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Contributed to team objectives in fast-paced environment.
- Met existing customers to review current services and expand sales opportunities.
- Presented professional image consistent with company's brand values.
Brand Ambassador
Neo Marketing Agency (Reckitt Company)
02.2017 - 05.2017
- Greeted customers warmly and pleasantly answered inquiries.
- Worked with team to achieve sales goals for products.
- Maintained knowledge of current promotions and product features.
- Engaged customers to communicate key product features.
Attaché
Gedi Ruins National Museum
09.2015 - 12.2015
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
Education
Diploma - Tour Guiding & Administration
Amboseli Institute of Hospitality & Technology
08.2016
Skills
- Customer Service
- Call Center Operations
- Complaint handling
- Customer Satisfaction
- Database Management
- Office Administration
- Relationship Management
- Business Development
- Marketing Research
- MS Suite
References
- Eddah Kamau, Supervisor, User Experience Technology, 0727 584 185
- Kassim Mohammed, Education Officer, Gedi museum, 0716 067 751
- Mr. Masika, HOD Tourism, Amboseli institute, 0723 002 709
Signaturecompetences
- Customer Service
- Technical Support
- Account Management
- Documentation
- Process Improvement
- Problem Resolution
- Product Education
- Compliance
- Reporting
- Call Center Operations
- Complaint handling
- Customer Satisfaction
- Database Management
- Office Administration
- Relationship Management
- Business Development
- Marketing Research
- MS Suite
Timeline
Customer Representative
CCI Kenya - Metro by T-Mobile
02.2022 - Current
Customer Care Executive - Call Center
Techno Brain BPO
04.2021 - 01.2022
Customer Service Representative - Call Center
Horizon Contact Centers
08.2020 - 03.2021
Sales Executive
User Experience Technology
01.2019 - 08.2019
Safaricom Sales Executive
Safe World Dealer Shop
07.2017 - 09.2017
Brand Ambassador
Neo Marketing Agency (Reckitt Company)
02.2017 - 05.2017
Attaché
Gedi Ruins National Museum
09.2015 - 12.2015
Diploma - Tour Guiding & Administration
Amboseli Institute of Hospitality & Technology
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