Open to opportunities

daisy imali

@daisyimali

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Customer care enthusiast with 5 years of experience.

Kenya

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated customer care professional with over five years of experience in enhancing customer service experiences. My journey began at Horizon Contact Centers, where I honed my skills in resolving customer queries and improving service processes. I have since worked with various organizations, including Teleperformance and Oplay Kenya Limited, where I developed a strong ability to maintain positive customer relationships and ensure satisfaction.

Throughout my career, I have consistently demonstrated my commitment to providing exceptional service. I excel in communication and relationship-building, which has enabled me to effectively address customer concerns and foster loyalty. My academic background in Communication and Journalism complements my practical experience, allowing me to approach customer interactions with empathy and professionalism. I am eager to leverage my skills and knowledge to contribute to an organization's success while aligning with its core values.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Teleperformance

Jul 2021 - Present (4 years 1 month)

Maintained a positive, friendly, empathetic, and professional attitude toward customers at all times. Responded promptly to customer inquiries via phone, emails, and chats, ensuring customer satisfaction and professional support.

Customer Service Customer Relationship Management Data Entry Troubleshooting Communication Skills Customer Satisfaction Email Support Chat Support Product Knowledge

Customer Service Representative

Oplay Kenya Limited

Jun 2017 - Dec 2019 (2 years 6 months)

Discussed payment options with customers to ensure prompt payment of their loans and inputted customer call responses and feedback into the Okash BI system collection module. Retained customer loyalty while initiating the process for the collection of payment, dealing with customers diligently, courteously, and professionally.

Customer Service Payment Processing Data Entry Customer Loyalty Initiatives Cross Selling Upselling Customer Feedback Communication Skills Problem Solving

Brand Ambassador

Trueblaq Limited

Aug 2015 - Jun 2017 (1 year 10 months)

Sold and promoted Johnnie Walker as a brand, engaging with customers to enhance brand visibility and sales. Represented the brand at various events and activations.

Sales Marketing Customer Engagement Product Promotion Brand Awareness Communication Public Relations

Data Collector

Tifa Research

May 2017 - May 2017 (0 months)

Conducted research on how people in Kenya view different newspapers in various counties using mobile phones for data entry. Collected information door-to-door on public perception of newspapers in Kenya.

Data Collection Research Surveying Data Analysis Communication Reporting

Customer Care Representative

Horizon Contact Centers

Aug 2016 - May 2017 (9 months)

Handled Orange inbound customer calls and resolved customer queries using computer systems, presenting reports on findings. Improved and enforced processes and procedures, providing customers with product and service information.

Customer Care Inbound Query Resolution Systems Process Improvement Product Reporting

Education

Degrees, certifications, and relevant coursework

Moi University

Bachelor of Science, Communication and Journalism

2012 - 2017

Studied Communication and Journalism at Moi University, gaining a comprehensive understanding of media, communication theories, and journalistic practices. Developed strong research, writing, and analytical skills essential for a career in communication.

Mary Seat of Wisdom Bulimbo High School

Kenya Certificate of Secondary Education, General Studies

2008 - 2011

Completed secondary education at Mary Seat of Wisdom Bulimbo High School, earning the Kenya Certificate of Secondary Education. Focused on a broad curriculum, building foundational knowledge across various subjects.

Tender Care Junior Academy

Kenya Certificate of Primary Education, General Studies

1999 - 2007

Attended Tender Care Junior Academy for primary education, culminating in the Kenya Certificate of Primary Education. Developed fundamental academic skills and a strong educational base.