Open to opportunities

KAREN MWEMA

@karenmwema

Message

Customer service professional with strong leadership and communication skills.

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 service professional with extensive experience in various roles, including Associate Supervisor and Customer Care Representative. My journey has equipped me with exceptional skills in managing customer inquiries, onboarding new team members, and developing effective customer service processes. I pride myself on my ability to maintain a positive and efficient work environment, ensuring that customer needs are met with the highest level of service.

Throughout my career, I have demonstrated my capability to handle multiple tasks in high-pressure situations while maintaining a friendly and approachable demeanor. My experience in the hospitality industry, particularly as a receptionist at Kempinski International Hotel, has honed my skills in guest relations and complaint resolution. I am passionate about creating memorable experiences for customers and continuously seek to improve service delivery.

Experience

Work history, roles, and key accomplishments

Current

Associate Supervisor

Current

OnQ Kenya

Dec 2022 - Dec 2023 (1 year)

Oversaw daily operations of the customer service team, onboarded new agents, created processes, and ensured efficient handling of customer inquiries and complaints. Conducted performance appraisals and enforced policies for the team.

Customer Service Team Leadership Process Development

Sales Activator and Promoter

Yellow Moon Company

Aug 2022 - Sep 2022 (1 month)

Identified potential leads, developed sales strategies, and communicated with prospective clients to promote products and services.

Lead Generation Sales Strategy Development Client Communication Market Research Reporting

Receptionist

Kentra Travel and Tours

Jul 2022 - Aug 2022 (1 month)

Managed incoming calls and emails, greeted visitors, performed general administrative duties, and ensured a tidy reception area.

Administrative Support Data Entry Communication Skills

Intern Nutritionist

Mbagathi District Hospital

Jan 2022 - Feb 2022 (1 month)

Assessed patients' nutritional status, provided health advice, and educated health professionals and the public about nutrition.

Education Patient Care Team Collaboration

Customer Care Representative

Biashara Sacco Society Limited

Jan 2018 - Jan 2022 (3 years 11 months)

Managed customer accounts, handled inquiries via phone and email, resolved complaints, and promoted services while ensuring customer satisfaction and adherence to service charters.

Account Management Customer Satisfaction Data Entry

Receptionist

Kempinski International Hotel Chengdu

Jan 2018 - Sep 2018 (8 months)

Welcomed guests, managed check-ins and check-outs, handled inquiries, and resolved complaints while ensuring a smooth operation of the front desk.

Communication Skills

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor's Degree, Nutrition, Health and Dietetics

2010 - 2014

Pursued a Bachelor's Degree in Nutrition, Health and Dietetics, focusing on the principles of nutrition and health promotion, dietary planning, and the management of nutritional disorders.