Open to opportunities

Elizabeth Njoroge

@elizabethnjoroge1

Message

Results-driven customer support professional with strong communication skills.

Kenya

Message

What I'm looking for

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

As a highly organized and results-driven assistant, I have a proven background in customer support, dedicated to driving customer satisfaction through effective communication and problem-solving. My experience spans various roles where I have managed complex schedules, handled confidential information, and streamlined administrative processes. I am recognized for building strong relationships, anticipating needs, and delivering exceptional support in fast-paced environments.

Throughout my career, I have successfully resolved complex customer issues, reducing escalations by 15% while maintaining a 95% customer satisfaction rating. My ability to provide actionable business intelligence has aided in the development of marketing strategies, increasing market relevance and share. I am adept at leveraging tools like Zendesk and G-suites to ensure smooth operations and uphold a professional standard of service.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

Teleperformance Kenya

Apr 2024 - Dec 2024 (8 months)

Responded to customer inquiries across multiple channels including phone, email, chat, and social media. Resolved complaints, managed customer accounts, and ensured compliance with support policies.

Zendesk Customer Support Technical assistance Documentation Social Media Management Chat Support Account Management Compliance Policies

Customer Care Representative

Divine Designs

Feb 2023 - Mar 2024 (1 year 1 month)

Delivered multichannel support, troubleshooting and resolving customer issues effectively. Collaborated across departments to significantly improve overall customer satisfaction.

Multichannel Support Troubleshooting Cross Functional Collaboration Customer Satisfaction CSAT QA

Customer Care Representative / Financial Advisor

ICEA LION Insurance Company

Jan 2019 - Jan 2023 (4 years)

Provided comprehensive information on insurance products and efficiently handled customer complaints and issues. Trained, coached, and mentored team members to enhance service delivery.

Complaint Handling Coaching Mentoring Service Delivery Customer Service Financial Advisory

Sales Representative / Customer Care

Radbone Clark Kenya Ltd

Jan 2013 - Apr 2018 (5 years 3 months)

Managed sales reporting and maintained effective client communication. Contributed to the development of marketing strategies and supported customer retention efforts.

Sales Reporting Client Communication Marketing Strategy Customer Retention Sales Management Customer Care Data Analysis Relationship Management Business Development Market Research

Merchandiser/ Customer Care Representative

Brookside Dairy

Feb 2008 - Jan 2013 (4 years 11 months)

Promoted product visibility, led in-store activations, and drove sales growth within assigned territories. Conducted market research and developed effective merchandising strategies.

Product Promotion In Store Activations Sales Growth Market Research Customer Care Territory Management Retail Sales

Education

Degrees, certifications, and relevant coursework

Kenya Institute of Management Studies

Diploma, Business Management

2018 - 2018

Completed a diploma program focusing on business management principles and practices. Gained foundational knowledge in various aspects of business operations and administration.

Real-time IT Solutions

Certificate, Computer Studies

2008 - 2008

Obtained a certificate in computer studies, developing essential computer literacy and technical skills. Focused on practical applications and fundamental concepts in computing.