NAOMI MAINA
Summary
An experienced customer service professional capable of handling complex customer issues and prompting positive experiences. Efficiency driven, organized and team-oriented mentality, dedicated to customer satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Service Officer
Superpark Dubai
03.2024 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and bookings.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service for their events.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
Customer service
Bateel international
10.2019 - 11.2023
- Promptly greeted and assisted customers, tailoring service and sales style to suit personalized requirements
- Providing safe conducive environment for customer and people with special needs
- Maintained up-to-date knowledge of customer buying habits, improving stock management processes to meet product demand
- Generated sales reports for store performance analysis and review, aiding business progression
- Assisted in store opening and closing processes responsibly, maintaining faultless site security
- Explained product benefits and personalization options, maximizing customer engagement while driving sales
- Stayed up to date on commercial and industry trends to optimize sales services based on customer demand.
Customer Service Associate
JUMEIRA GROUP
05.2017 - 05.2019
- Achieved high sales percentages with consultative, value-focused customer service executive
- Informed customers on billing procedures, processing one-off payments and setting up repeat direct debits
- Regularly exceeded revenue targets, using outstanding sales and persuasion skills to close high-value transactions
- Replenished store inventory regularly, monitoring stock demands to appropriately address customer needs
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
Education
Certificate of Higher Education -
Ihwa High School
Kenya04.2014
Skills
- Good communicator
- Adaptability
- Patience
- Proactive
- Customer Support
- Complaint Handling
- Data Entry
- Payment Processing
- Upselling
- Problem-solving abilities
Personal Information
Visa Status: Residence Visa
Timeline
Customer Service Officer
Superpark Dubai
03.2024 - Current
Customer service
Bateel international
10.2019 - 11.2023
Customer Service Associate
JUMEIRA GROUP
05.2017 - 05.2019
Certificate of Higher Education -
Ihwa High School
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