JAMES MWIHAKI
Toronto,ON
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Rogers Communications
10.2022 - 12.2023
- Logged call information and solutions provided into internal database.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved accounting, service and delivery concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed and updated databases to handle customer data.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
Customer Service Officer
Etisalat Telecommunication
08.2019 - 08.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Representative
Ramada Encore Hotel Doha
12.2017 - 04.2019
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved accounting, service and delivery concerns.
- Promptly responded to inquiries and requests from prospective customers.
Education
Associate of Arts - Business Management
KENYA UTALII COLLEGE
Nairobi, Kenya09.2016
High School Diploma -
ZIWANI BOYS HIGH SCHOOL
NYAHURURU,KENYA11.2011
Skills
- First Call Resolution
- Billing Coordination
- Database Research
- Data Entry
- Customer Service
- Payment Processing
- Customer Relations
- Brand Representation
Languages
English
Native or Bilingual
Certification
FIRST AID, CPR & AED, CPI,WHMIS
Timeline
Customer Care Representative
Rogers Communications
10.2022 - 12.2023
Customer Service Officer
Etisalat Telecommunication
08.2019 - 08.2021
Customer Service Representative
Ramada Encore Hotel Doha
12.2017 - 04.2019
Associate of Arts - Business Management
KENYA UTALII COLLEGE
High School Diploma -
ZIWANI BOYS HIGH SCHOOL
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