Everlyn Muthoni

• Provided excellent customer service to resolve customer complaints in a timely manner.
• Developed strong relationships with customers by providing personalized assistance and support.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Consulted with customers to resolve service and billing issues.
• Set up and activated customer accounts.
• Educated customers on special pricing opportunities and company offerings.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Mentored new employees on procedures and policies to maximize team performance.
• Follow communication guideline and policies, taking extra mile to engage with customers.

Working as customer service representative for international shipping and transportation of cargo

• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Ensure customer satisfaction and provide professional support.
• Answering 40 to 60 calls a day.
• Handling customer complaints and inquiries through phone, email and providing appropriate solution and alternative within time limit.
• Maintained detailed records of customer interactions, transactions and comments for future reference.