LORRIETTE KAMAU
Customer Experience Associate
Nairobi
Summary
Encouraging customer relations professional and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Associate
CHLORIDE EXIDE KENYA
04.2021 - 10.2021
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected vital information to support company and associates through interviews and data analysis.
Counter Sales Representative
CHLORIDE EXIDE KENYA
10.2020 - 03.2021
- Informed customers about important policies and conditions on sales.
- Documented orders in computer system with general conditions and special customer requirements.
- Welcomed customers and offered immediate assistance in line with business policies.
- Finalized sales by completing payments and required paperwork.
- Achieved personal sales goals with great upselling and cross-selling abilities.
- Restocked, rotated and visually merchandised products for maximum sales.
Contact Center Agent
CHLORIDE EXIDE KENYA
03.2020 - 10.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Educated customers on company systems, form completion, and access to services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Customer Care/Sales Representative
TILE AND CARPET CENTER
11.2019 - 12.2019
- Drafted memos and sold company products and services
- Maintained a positive, empathetic and professional attitude towards customers
- Provided appropriate solutions and followed up on enquiries to ensure resolution
- Worked with the Supervisor and Customer Service Manager to ensure proper service delivery
- Recommended potential products and services to management by collecting customer information and analyzing customer needs.
Customer Care/Sales Representative
TILE AND CARPET CENTER
06.2019 - 07.2019
- Drafted memos and sold company products and services
- Maintained a positive, empathetic and professional attitude towards customers
- Provided appropriate solutions and followed up on enquiries to ensure resolution
- Worked with the Supervisor and Customer Service Manager to ensure proper service delivery
- Recommended potential products and services to management by collecting customer information and analyzing customer needs.
Sales Representative
KWEEN ENTERPRISES
09.2015 - 12.2018
- Supervised fellow staff members
- Ensured prompt delivery of goods
- Balanced cash registers with receipts
- Answered and transferred telephone calls and responded to inquiries
- Requisitioned for service providers and suppliers of various goods and services
- Provided quality service to customers on availability of products or status of orders
- Provided quick complaint resolution clarified issues as well as implemented solutions.
Personal Assistant
EQUALITY AND DEVELOPMENT AGENCY
02.2014 - 04.2014
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Kept detailed track of household and maintenance inventory and schedules.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Used discretion when handling confidential information.
Social Worker/Administrative Intern
Undugu Society of Kenya
02.2012 - 05.2012
- Received and attended to clients
- Prepared weekly and monthly reports on achievements made on various projects and programs
- Maintained a proper information retrieval system including filing personnel documents, correspondences and other related materials
- Participated in the rescue of street children, rehabilitation and re-integration into the society
- Counseled, recorded case histories for reference and participated in family therapy meetings.
Education
Bachelor of Arts Degree in Social Sciences - Sociology
Catholic University of Eastern Africa, Kenya
03.2008 - 10.2011
Skills
Client Advocacy
References
- Available upon request
Volunteer Experience
- St. John Community Center, Pumwani (2018)
- Pangani Lutheran Children's Center (2015)
- Thomas Barnado Home, Kenya Children's Homes (2012)
Timeline
Customer Experience Associate
CHLORIDE EXIDE KENYA
04.2021 - 10.2021
Counter Sales Representative
CHLORIDE EXIDE KENYA
10.2020 - 03.2021
Contact Center Agent
CHLORIDE EXIDE KENYA
03.2020 - 10.2020
Customer Care/Sales Representative
TILE AND CARPET CENTER
11.2019 - 12.2019
Customer Care/Sales Representative
TILE AND CARPET CENTER
06.2019 - 07.2019
Sales Representative
KWEEN ENTERPRISES
09.2015 - 12.2018
Personal Assistant
EQUALITY AND DEVELOPMENT AGENCY
02.2014 - 04.2014
Social Worker/Administrative Intern
Undugu Society of Kenya
02.2012 - 05.2012
Bachelor of Arts Degree in Social Sciences - Sociology
Catholic University of Eastern Africa, Kenya
03.2008 - 10.2011
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