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Lavender Mugendi

@lavendermugendi

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Customer Service Officer with over 6 years of experience.

Kenya

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What I'm looking for

I am looking for a role that values teamwork and offers growth opportunities.

I am a dedicated Customer Service Officer with over six years of professional experience in the field. My journey has equipped me with a strong proficiency in MS Excel and a solid understanding of Economics and Finance concepts. I excel in handling diverse contact methods, documenting customer issues, and delivering exceptional service. My ability to learn quickly and work collaboratively makes me a valuable asset to any team.

Currently, I serve as a Customer Experience Officer at Jubilee Life Insurance Company Ltd, where I lead revival campaigns and assist clients with their life and pension policies. My previous roles have honed my skills in customer communication, technical support, and problem resolution, consistently achieving high satisfaction rates. I am passionate about contributing to the success of my organization and ensuring that clients receive the best possible service.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Officer

Current

Jubilee Life Insurance Company Ltd

Sep 2022 - Present (3 years 1 month)

Headed revival campaigns from the call center, verifying and uploading documents for clients with life and pension policies. Proficiently used CRM for team communication and back-office support, assisting Bancassurance and Agency clients with their policies.

CRM Customer Service Policy Management Underwriting Claims Processing Documentation

Customer Service Officer

Mama Pamoja Organization

Feb 2019 - Aug 2022 (3 years 6 months)

Handled customer phone calls and emails for international and external purposes, calmly responding to complaints regarding projects and accounts. Provided technical support to customers, achieving an 88% resolution rate, and recommended products to meet customer needs.

Customer Service Technical Support Email Communication Phone Communication

Customer Service Representative and Front Desk Receptionist

Dolacs Limited

Mar 2017 - Dec 2018 (1 year 9 months)

Welcomed clients and visitors, both physical and remote, and collected customer feedback to help retain clients and acquire new loyal ones. Provided updates on products and services, and represented the company in marketing functions.

Customer Service Client Relations Feedback Marketing Functions Communication

Office Assistant

Dolacs Limited

Jun 2016 - Feb 2017 (8 months)

Answered office phone calls, redirected them to different departments, and welcomed clients and visitors. Sorted and sent mail, distributed company memos, and communicated with suppliers and vendors to ensure the office ran smoothly.

Office Administration Phone Answering Memos Supplier Communication

Economics/Finance – Intern

Insurance Regulatory Authority (IRA)

Apr 2015 - Jul 2015 (3 months)

Assisted in internal audits and participated in the analysis phase of the tendering process. Supported general office administration, conducted background research on economics and finance topics, and guided new insurance companies through regulatory procedures.

Internal Audit Office Administration Economic Research Regulatory Compliance

Education

Degrees, certifications, and relevant coursework

New Light Senior Girls

High School Diploma, General Studies

Completed secondary education with a focus on general studies, achieving a B plain grade. Developed foundational academic skills and prepared for further education.