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Brenda Akinyi

@brendaakinyi

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Customer-focused Team Manager committed to driving organizational success.

Kenya

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What I'm looking for

I seek a role in a progressive organization that values teamwork and customer satisfaction.

I am a Customer-focused Team Manager with a robust background in improving team efficiency and productivity. My steadfast commitment to driving organizational success through effective customer service and team leadership has been a hallmark of my career. With extensive experience in various customer service roles, I have demonstrated expertise in managing client communication, conflict resolution, performance evaluations, and compliance with organizational policies and procedures.

Throughout my career, I have successfully contributed to company profits by optimizing account-specific systems and processes, managing shift schedules, and providing coaching to team members. My work experience spans roles such as Team Leader at Majorel Limited, Customer Service Representative, and Customer Service Manager, showcasing my ability to handle complex customer inquiries, improve service delivery, and achieve performance targets. I am committed to continuous professional development and eager to collaborate with like-minded individuals in a progressive organization.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Majorel Limited

Jul 2021 - Mar 2024 (2 years 8 months)

As a Team Leader at Majorel Limited, I monitored and optimized account-specific systems, managed client communication, and conducted performance evaluations. I ensured compliance with policies, coached team members, and handled escalated customer issues, resulting in improved client satisfaction and operational efficiency.

Call Center Operations Conflict Resolution Coaching Data Analysis Team Management Client Communication Compliance Problem Solving

Customer Service Representative

Majorel Limited

Nov 2020 - Jun 2021 (7 months)

In my role as a Customer Service Representative at Majorel Limited, I established rapport with customers, resolved complaints, and maintained high service standards. I utilized extensive product knowledge to address inquiries and conducted follow-ups to ensure customer satisfaction.

Customer Service Conflict Resolution Communication Skills Data Entry Product Knowledge Team Collaboration Problem Solving

Customer Service Manager

Fusion Communications Limited

May 2019 - Oct 2019 (5 months)

As a Customer Service Manager at Fusion Communications Limited, I increased revenue through proactive sales strategies, maintained customer relationships, and ensured high service standards by addressing inquiries and complaints effectively.

Sales Strategies Customer Relationship Management Problem Solving Communication Skills Product Knowledge Team Leadership Performance Management

Customer Service Agent

Sama Source

Oct 2017 - Oct 2018 (1 year)

At Sama Source, I delivered exceptional customer service, streamlined data management, and contributed to marketing materials. I engaged in upselling and collaborated with teams to identify consumer trends, enhancing product offerings.

Customer Service Data Management Upselling Team Collaboration Marketing Problem Solving Communication Skills

Customer Service Agent

Adept Technologies

May 2016 - Aug 2017 (1 year 3 months)

As a Customer Service Agent at Adept Technologies, I provided exceptional service, improved database accuracy, and contributed to marketing content. I actively engaged in upselling and collaborated with teams to respond to market demands.

Customer Service Data Management Upselling Marketing Team Collaboration Problem Solving Communication Skills

Online Sales Representative

Urban Facade Electronics

Apr 2015 - Jun 2015 (2 months)

In my role as an Online Sales Representative, I implemented best practices for customer service, achieving high satisfaction rates. I identified consumer trends and executed marketing initiatives to enhance online sales.

Customer Service Sales Strategies Marketing Data Analysis Problem Solving Communication Skills Trend Analysis

Education

Degrees, certifications, and relevant coursework

Akirachix Training Institute

Diploma, Graphic and Web Design

2013 - 2014

Completed a Diploma in Graphic and Web Design, focusing on the principles of design, web development, and user experience. This program equipped me with the skills necessary to create visually appealing and functional websites.

Consolata Girls

Certificate, Secondary Education

2009 - 2012

Achieved the Kenya Certificate of Secondary Education, which provided a solid foundation in various subjects, enhancing my analytical and critical thinking skills.