Joanne Kiserema
@joannekiserema
Dedicated customer care professional with three years of experience.
KenyaWhat I'm looking for
I am a dedicated and results-driven customer care professional with three years of experience in providing exceptional customer service. My journey has equipped me with a proven track record of resolving inquiries, handling complaints, and ensuring customer satisfaction. I have honed my communication skills and problem-solving abilities, which I am eager to leverage to contribute to the success of my future employer.
Throughout my career, I have been recognized for my commitment to excellence, notably receiving the Best Customer Care Agent of the Year award at Standard Gauge Railway in Nairobi, Kenya. My experience includes working in high-pressure environments, managing 200 to 300 customers daily, and ensuring smooth operations at customer service points. I am proficient in CRM software and the Microsoft Office Suite, which enhances my ability to manage customer interactions effectively.
Experience
Work history, roles, and key accomplishments
Customer Care Representative
Standard Gauge Railway
Jan 2020 - Jan 2023 (3 years)
Provided exceptional customer service by responding to inquiries, handling complaints, and ensuring customer satisfaction. Managed station operations and passenger safety while delivering essential messages and controlling ticket sales.
Customer Care Representative
Safaricom Call Centre
Jan 2018 - Feb 2018 (1 month)
Handled incoming and outgoing customer calls, providing assistance, troubleshooting issues, and promoting products. Engaged in sales activities and monitored call quality to ensure excellent customer service.
Ticket Agent
EasyCoach Kenya
Jan 2015 - Jan 2016 (1 year)
Guided customers to their correct destinations, provided ticketing information, and resolved customer complaints related to ticketing.
Education
Degrees, certifications, and relevant coursework
African Nazarene University
Master of Business Administration, Strategic Management
2020 - 2022
Completed an MBA in Strategic Management, focusing on advanced management principles and strategic decision-making processes.
Kenya Institute of Supply Chain Management
CIPS Certified, Procurement Studies
2017 - 2018
Achieved certification in procurement studies, gaining knowledge in supply chain management and procurement processes.
Kenya Methodist University
Bachelor of Business Administration, Business Administration
2012 - 2015
Earned a Bachelor of Business Administration, focusing on business management principles and practices.
Kenya Methodist University
Diploma, Business Management
2010 - 2012
Completed a Diploma in Business Management, providing foundational knowledge in business operations and management.
Wangpoint Technologies
ICDL, Information Technology
2010 - 2011
Completed the International Computer Driving License (ICDL), enhancing computer skills and proficiency in various software applications.
Milimani High School
Kenya Certificate of Secondary Education, Secondary Education
2005 - 2010
Achieved the Kenya Certificate of Secondary Education (K.C.S.E), demonstrating proficiency in various subjects at the secondary level.
Greencottage Academy
Kenya Certificate of Primary Education, Primary Education
2000 - 2005
Completed the Kenya Certificate of Primary Education (K.C.P.E), marking the completion of primary education.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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