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@kebasomaragia
Customer Care Specialist dedicated to exceptional service and problem-solving.
I am a seasoned Customer Care Specialist with over 7 years of experience in delivering exceptional service in the customer support domain. My recent role at Sendwave involved monitoring and identifying potential fraudulent activities while providing timely solutions to customer inquiries. I pride myself on my ability to empathize with customers and address their needs effectively, ensuring their satisfaction and loyalty.
Throughout my career, I have developed strong communication skills and a keen understanding of customer needs, which have enabled me to thrive in fast-paced environments. I have successfully collaborated with internal teams to ensure compliance with industry standards and have consistently gone the extra mile to enhance user experience. My dedication to customer service makes me a valuable asset to any organization.
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Work history, roles, and key accomplishments
Sendwave
Nov 2022 - May 2023 (6 months)
As a Customer Care Specialist at Sendwave, I provided exceptional service to customers, monitored for fraudulent activities, and collaborated with internal teams to ensure compliance with regulations. My role involved assessing user accounts and documenting incidents to enhance customer satisfaction.
M-Kopa Kenya Limited
Nov 2020 - May 2023 (2 years 6 months)
At M-Kopa Kenya, I responded to customer queries through calls, assessed customer needs, and built sustainable relationships through open communication. I handled complaints and ensured timely follow-ups to guarantee customer satisfaction.
Sendwave
Oct 2021 - Nov 2022 (1 year 1 month)
In my role as a Level 1 Customer Care Representative at Sendwave, I handled incoming user calls, identified patterns in user feedback, and advocated for swift resolutions to major issues affecting users. My focus was on improving user experience through effective communication.
E-Cart Services (JUMIA Kenya)
Nov 2019 - Jan 2020 (2 months)
As a Service Dispatcher at JUMIA Kenya, I organized and stored inventory, processed delivery listings, and ensured proper packaging of items. My role required attention to detail and effective communication with team members.
iSON Xperiences Ltd
May 2017 - Mar 2019 (1 year 10 months)
In my role as Customer Service Team Lead, I managed daily operations of the call center, ensured adherence to quality standards, and scheduled shifts for team members. I focused on training and supporting my team to enhance customer service delivery.
iSON Xperiences Ltd
Feb 2016 - May 2017 (1 year 3 months)
As a Service Recovery Representative, I was responsible for resolving customer complaints and ensuring customer loyalty. I analyzed customer dissatisfaction and provided complete resolutions to concerns raised.
iSON Xperiences Ltd
Jul 2013 - Feb 2016 (2 years 7 months)
In my role as a Customer Service Representative, I managed a high volume of inbound calls, followed communication scripts, and provided solutions to customer inquiries. I focused on building relationships and upselling products when opportunities arose.
Degrees, certifications, and relevant coursework
Diploma, Information Technology
2009 - 2010
Completed a Diploma in Information Technology, focusing on Computer Applications, Computer Maintenance, Troubleshooting and Installation, and Operating Systems manipulations.
Software and tools used professionally
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