MARY KIMOI
CUSTOMER SERVICE
Dubai
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Customer Service Agent/Coordinator
IFA- Strive Residential Services
Dubai
11.2021 - Current
- Received guests and answered phone calls while educating guests and customers on company systems, form completion and access to services.
- Entered guests information into client records database and shared with the community management and department heads.
- Evaluated guests information to explore issues, develop potential solutions and maintain high-quality service.
- Ensuring all pending departmental communications and follow ups on all issues are properly channeled for smooth daily operation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Resolved over 10 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Submitted daily departmental reports to management.
Customer Service Coordinator
Science and Development Network
Nairobi
12.2019 - 01.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments.
- Set benchmarks for fellow colleagues and monitored progress against targets.
- Fast tracking all clients requests and follow-ups by making phone calls and email correspondence on time.
Content Writer
Inooro FM
Nairobi
01.2015 - 12.2019
- Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating and authentic approach.
- Provided writing support in fast-paced environment for variety of public-facing materials.
- Managed competing deadlines with efficiency.
- Composed original written material for various types of publications and submitted for approval by supervisor, editor or publisher.
- Maintained current understanding of industry trends, enhancing writing and marketing success.
- Consulted with editors to shape story and eliminate any errors.
Education
Associate of Arts - Mass Communication And Journalism
EAST AFRICAN SCHOOL OF MEDIA STUDIES
NAIROBI- KENYA 08.2009 - 01.2012
High School Diploma -
COSMIC COMPUTER COLLEGE
NAIROBI- KENYA 06.2008 - 10.2008
Skills
Excellent Communication Skills
undefinedTimeline
Customer Service Agent/Coordinator
IFA- Strive Residential Services
11.2021 - Current
Customer Service Coordinator
Science and Development Network
12.2019 - 01.2021
Content Writer
Inooro FM
01.2015 - 12.2019
Associate of Arts - Mass Communication And Journalism
EAST AFRICAN SCHOOL OF MEDIA STUDIES
08.2009 - 01.2012
High School Diploma -
COSMIC COMPUTER COLLEGE
06.2008 - 10.2008
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