Open to opportunities

Maureen Omwamba

@maureenomwamba

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Result-driven customer service specialist with over 4 years of experience.

Kenya

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What I'm looking for

I seek a role in a dynamic company that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated customer service specialist with over four years of experience in delivering exceptional service and resolving customer issues. My journey has equipped me with strong communication and problem-solving skills, enabling me to build rapport with customers and handle high-volume inquiries efficiently. I am committed to maintaining professionalism and ensuring customer satisfaction in every interaction.

Throughout my career, I have successfully managed customer support teams, implemented quality assurance processes, and trained new hires to enhance their skills. My role at Rivercross Tracking Limited involved analyzing customer problems and providing effective solutions, which significantly improved customer satisfaction ratings. I take pride in my ability to gather customer feedback and use it to drive improvements in products and services.

With a strong attention to detail and a tech-savvy approach, I am adept at using various remote work tools and CRM systems. I am now looking to leverage my skills and experience in a challenging customer service role where I can contribute to the success of the organization and continue to grow professionally.

Experience

Work history, roles, and key accomplishments

Current

Customer Support

Current

Rivercross Tracking Limited

Nov 2021 - Present (3 years 8 months)

Handled inbound and outbound client calls, analyzing customer problems and providing effective solutions to ensure customer satisfaction. Responded to customer inquiries via email, phone calls, and chats, resolving issues with professionalism and friendliness.

Customer Service Conflict Resolution Google Workspace CRM Data Analysis Product Knowledge Sales Reporting Attention To Detail

Customer Support Team Lead

Jiji Kenya

Apr 2021 - Nov 2021 (7 months)

Oversaw day-to-day operations, managing team schedules, assigning tasks, and ensuring coverage during all business hours. Conducted training sessions for new hires and provided ongoing training for existing staff to improve their skills.

Team Leadership Training Quality Assurance Performance Tracking Reporting Customer Satisfaction Team Management Communication

Data Entry Clerk

The Supreme Court of Kenya

Sep 2020 - Feb 2021 (5 months)

Performed data entry of file information and uploaded files to the Case Tracking System (CTS), ensuring attention to detail and accuracy. Prepared and sorted documents, performing regular backups to ensure data preservation.

Data Entry Document Management Attention To Detail Microsoft Office Scanning Problem Solving

Customer Service Representative

Multichoice Kenya Limited

Jan 2018 - May 2020 (2 years 4 months)

Resolved customer issues with professionalism and friendliness, demonstrating strong empathy and effective communication with clients. Handled customer complaints, providing appropriate solutions and alternatives within time limits and following up to ensure resolution.

CRM Systems Customer Service Conflict Resolution Communication Live Chat Email Support Upselling Time Management Documentation Problem Solving

Travel Consultant/Customer Care

Acharya Travel Limited

Nov 2016 - Nov 2017 (1 year)

Organized flight and travel insurance, using booking systems like Galileo and Amadeus to secure holidays. Advised clients on travel arrangements such as visas and passports, keeping them promptly informed of any challenges.

Customer Care Booking Systems (Galileo Payment Processing Visa And Passport Guidance Client Communication Data Management Travel Insurance Problem Solving

Education

Degrees, certifications, and relevant coursework

Air travel and Related Studies

Diploma, Travel and Tourism

Completed a diploma in Air Travel and Related Studies, focusing on the travel and tourism industry. Gained knowledge in organizing flights, travel insurance, and using booking systems like Galileo and Amadeus.