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esther njuguna

@esthernjuguna

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Experienced customer service specialist focused on enhancing satisfaction.

Kenya

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What I'm looking for

I seek a role in a dynamic company that values customer satisfaction and offers opportunities for growth and development.

With over 6 years of experience as a Customer Service Specialist, I have honed my skills in enhancing customer satisfaction and loyalty. My expertise lies in problem-solving, active listening, and effective communication across various support channels, including calls, email, and chat. I take pride in my proven track record of improving customer satisfaction by 25% and my ability to train and mentor teams for optimal performance.

I am passionate about creating customer-centric solutions and contributing to team success. My experience includes leading customer service initiatives at Natures Ayurvedic Remedies, where I enhanced customer satisfaction through efficient issue resolution and clear communication. I have also developed training manuals and conducted onboarding sessions to improve product knowledge across teams, ensuring that we provide the best possible service to our customers.

Experience

Work history, roles, and key accomplishments

Lead Customer Service Executive

Natures Ayurvedic Remedies

Apr 2019 - May 2023 (4 years 1 month)

Enhanced customer satisfaction by 25% through efficient issue resolution and clear communication. Conducted training on service protocols and created manuals to onboard new staff. Managed customer interactions using CRM systems and provided after-sales support to ensure customer retention.

Customer Support Customer Satisfaction Communication Customer Onboarding

Customer Service and Sales

Chelsea Beautique

Sep 2017 - Oct 2018 (1 year 1 month)

Managed customer relationships using consultative sales techniques. Developed long-term relationships through effective after-sale service support. Delivered product knowledge training and resolved challenges through innovative thinking.

Customer Support Consultative Sales Product Knowledge

Customer Care Assistant

Tusker Mattresses Limited

Sep 2015 - Aug 2016 (11 months)

Addressed customer grievances and ensured a positive reception experience. Supported customers by troubleshooting account issues and managed inbound calls. Processed refunds and reconciled receipts for month-end closing.

Customer Support Troubleshooting Financial Operations

Education

Degrees, certifications, and relevant coursework

Mt. Kenya University

Diploma, Human Resource Management

2014 - 2016

Completed a Diploma in Human Resource Management, focusing on the principles and practices of managing human resources effectively within organizations.