Miriam Mugure
Surrey,BC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Head of Customer Service
Zimele Asset Management Company Limited
NAIROBI, KENYA
08.2010 - 12.2023
- Overseeing all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
- Implementing effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
- Providing training on handling of sensitive customer service issues
- Monitoring and reviewing processes for ways to make procedures more time and cost-effective
- Making regular reports to upper management about department milestones and progress
- Holding regular meetings with department staff to discuss expectations and hear team concerns
- Coordinating with sales department to incorporate plans to increase customer satisfaction
- Managing issues with the staff through assessment and subsequent corrective action protocol
- Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure
- Contacting clients and setting up meetings, either within an office environment or in clients' homes or business premises
- Conducting in-depth reviews of clients' financial circumstances, current provision and future aims
- Analyzing information and preparing plans best suited to individual clients' requirements
- Researching the marketplace and providing clients with information on new and existing products and services
- Designing financial strategies
- Assisting clients to make informed decisions
- Researching information from various sources, including providers of financial products reviewing and responding to clients changing needs and financial circumstances
- Promoting and selling financial products to meet given or negotiated sales targets
- Contacting clients with news of new financial products or changes to legislation that may affect their savings and investments
- Meeting the regulatory aspects of the role, e.g
- Requirements for disclosure, costs of the services provided and also the advised products.
Customer Service Representative
Zimele Asset Management Company Limited
10.2009 - 08.2010
- Create customers’ accounts by recording account details and capturing it in the Bulwark system
- Receipting purchases for clients
- General processing of all customers enquiries and orders
- Maintains customer’s records by updating account information
- Maintains financial accounts by processing customer’s adjustments
- Prepare product and service report by collecting and analyzing customer’s information
- Served as a basic point of contact for customers with complaints, queries, request, feedbacks etc
- Prepares daily reports on the daily activities of Customer Care team
- Maintains record of all enquiries and related details in Computer Systems
- Providing solutions to the customer’s financial needs.
Front Office Personnel
Kenvash Hotel Limited
04.2008 - 06.2009
- Receiving and making telephone calls on behalf of the Hotel
- Maintaining general office system
- Resolving product or service problems by clarifying the customer's complaints
- Recommending potential products or services to management by collecting customer information and analyzing customer needs
- Maintaining a position of trust and responsibility by keeping all customer business confidential.
Education
MBA - Digital Marketing
UNIVERSITY CANADA WEST
Vancouver, BC09-2024
Bachelor of Business Management, Marketing Option -
Mount Kenya University
04.2015
Diploma in Business Management -
Kenya Institute of Management
07.2011
Kenya Certificate of Secondary Education -
Muongoiya Secondary School
12.2005
Skills
- Communication Skills: I am an excellent communicator who effectively conveys information both verbally and in writing I am also a keen listener and gives prompt feedback
- Analytical Skills: Recognizes areas of weaknesses requiring improvements and makes recommendations to the management for consideration, approval and implementation
- Teamwork: Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow any directives at appropriate times
- Planning and Organizing: Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner
- Decision Making and Problem Solving Skills: I am able to make timely, well considered and logical decisions on problem situations that may arise so as to find appropriate and workable solutions
- Computer Skills: Good commands of Microsoft Office tools, word processing, excel power point and Adobe programs
Personal Information
- Date of Birth: 1987
- Gender: Female
- Nationality: Kenyan
- Marital Status: Married
References
- Mr Francis Kipkirui Sang, Finance and Admin Manager, Zimele Asset Management Company, +254 720 991 833, fsang@zimele.net
- Esther Wanjiku Mugure, Human resource Officer, Zimele Asset Management Company, +254 724 813909, estherm@zimele.net
- Samuel Wangatia, Finance Controller, Eastern and Southern Africa DiakonieKatastrophenhilfe, +254722332106 /+254 786332106, samuel.wangatia@diakonie-katastrophenhilfe.org
Training
03/2011, 05/2011, Certificate in Computer Applications, Alphatec Computer College
Affiliations
- Successfully Summited Mount Kilimanjaro the highest Mountain in Africa
- Successfully Summited Mount Kenya,the highest Mountian in Kenya.
Timeline
Head of Customer Service
Zimele Asset Management Company Limited
08.2010 - 12.2023
Customer Service Representative
Zimele Asset Management Company Limited
10.2009 - 08.2010
Front Office Personnel
Kenvash Hotel Limited
04.2008 - 06.2009
MBA - Digital Marketing
UNIVERSITY CANADA WEST
Bachelor of Business Management, Marketing Option -
Mount Kenya University
Diploma in Business Management -
Kenya Institute of Management
Kenya Certificate of Secondary Education -
Muongoiya Secondary School
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