James Kiiru
East York,Ontario
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Jimcab Services
10.2021 - 07.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Something Grown Limited
01.2020 - 09.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Cross-trained and backed up other customer service managers.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Customer Service Representative
Rokim Group Limited
01.2017 - 12.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor"s Degree - Journalism And Mass Communication
Nairobi Institute of Business Studies
Nairobi KE09.2014
Certificate - Business Studies
Nairobi Institute of Business Studies
Nairobi KE09.2013
Skills
- Data Entry
- Report Generation
- Appointment Scheduling
- Data Collection
- Scheduling
- Complaint Resolution
- Product Knowledge
- Call Management
- Delivery Scheduling
- Information Security
- Account Updating
- Client Relations
Languages
English
Professional Working
Swahili
Professional Working
Timeline
Customer Service Representative
Jimcab Services
10.2021 - 07.2023
Customer Service Representative
Something Grown Limited
01.2020 - 09.2021
Customer Service Representative
Rokim Group Limited
01.2017 - 12.2020
Bachelor"s Degree - Journalism And Mass Communication
Nairobi Institute of Business Studies
Certificate - Business Studies
Nairobi Institute of Business Studies
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