GRACE KURIA
@gracekuria
Experienced customer service agent with a passion for problem-solving.
KenyaWhat I'm looking for
With over 8 years of experience in the customer service industry, I have developed a strong ability to manage and resolve customer inquiries, complaints, and concerns in a professional and timely manner. My journey has taken me through various sectors, including retail, hospitality, and fitness, where I have honed my skills in communication, problem-solving, and conflict resolution.
In my most recent role as a Customer Service Manager at Dawson Sports in Dubai, I led, trained, and supervised the customer service team, ensuring that customer complaints and inquiries were resolved promptly. I also gathered and acted on customer feedback to improve services, collaborating with marketing, sales, and product teams to enhance the overall customer experience.
My educational background includes a Bachelor of Business Administration from the University of Nairobi, which has equipped me with the necessary skills to excel in customer service roles. I am passionate about creating positive customer experiences and continuously seek opportunities for professional growth.
Experience
Work history, roles, and key accomplishments
Customer Service Manager
Dawson Sports
Jan 2021 - Apr 2023 (2 years 3 months)
Led, trained, and supervised the customer service team while resolving customer complaints and inquiries promptly. Gathered and acted on customer feedback to enhance service quality, collaborating with marketing, sales, and product teams.
Customer Service Agent
Zoga Yoga Cafe
Jan 2018 - Jan 2019 (11 months)
Responded to inquiries about memberships, classes, and schedules while addressing customer complaints and assisting with bookings and renewals in a timely manner.
Barista
Caribou Coffee
Jan 2014 - Jan 2015 (1 year)
Prepared coffee and beverages to company standards, greeted customers, took orders, and provided recommendations in a fast-paced environment.
Receptionist
Stainless Steel Products
Jan 2009 - Jan 2012 (3 years)
Welcomed guests and clients, directed visitors to appropriate departments, answered phone calls, and ensured timely follow-up on messages.
Education
Degrees, certifications, and relevant coursework
Zoga Yoga Cafe
Bachelor of Business Administration, Business Administration
2017 - 2019
Pursued a Bachelor of Business Administration with a focus on customer service, enhancing skills in customer relations and business management.
UNUniversity of Nairobi
Kenya Certificate of Secondary Education, General Education
2004 - 2008
Completed the Kenya Certificate of Secondary Education, focusing on foundational knowledge and skills necessary for further education.
Availability
Location
KenyaAuthorized to work in
Job categories
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