NMNjeri Malesi
@njerimalesi
Dedicated customer experience professional with over 6 years of expertise.
KenyaWhat I'm looking for
I am a dedicated and results-driven customer service professional with over 6 years of hands-on experience in delivering exceptional customer experiences. My expertise lies in overseeing end-to-end customer interactions, from inquiry to issue resolution, with a focus on enhancing satisfaction and loyalty. I have a proven track record of implementing effective customer service strategies, streamlining processes, and driving cross-functional collaboration to meet and exceed organizational goals.
Throughout my career, I have cultivated strong customer relationships through clear communication and problem-solving, demonstrating a commitment to exceeding expectations. My leadership skills have been instrumental in managing teams, conducting performance evaluations, and implementing training programs that have led to significant improvements in customer satisfaction and team performance. I am now seeking a challenging role where I can leverage my extensive background to contribute to the success and growth of a customer-centric organization.
Experience
Work history, roles, and key accomplishments
Call Centre Account Manager
Aquamist Water
Jan 2020 - Apr 2024 (4 years 3 months)
Led a team of 8 agents, achieving a 25% increase in sales and maintaining a 95% customer satisfaction rate through effective customer service strategies.
Call Centre Account Manager
Calltronix Kenya Limited
Jan 2020 - Apr 2024 (4 years 3 months)
Managed a team of 10 Call Center Agents, ensuring they meet monthly goals and KPIs, resulting in a 30% increase in sales. Conducted quality reviews and provided performance coaching, leading to a 25% improvement in customer satisfaction.
Call Centre Manager
Calltronix Kenya Limited
Jan 2020 - Apr 2024 (4 years 3 months)
Supervised a team of 4 customer service agents, developed training programs, and conducted performance evaluations, resulting in a 20% improvement in customer satisfaction.
Customer Service Executive
Aventis
Jul 2021 - Jan 2022 (6 months)
Responsible for entering catalogue orders and providing information to customers, recognized for exceptional customer service.
Customer Service Executive
Calltronix Kenya Limited
Jul 2018 - Dec 2019 (1 year 5 months)
Managed 75-150 incoming calls daily, providing detailed information about parts and resolving customer inquiries efficiently.
Front Office Manager
Lavington HillHouse Guest House
Dec 2017 - Jun 2018 (6 months)
Assisted in daily operations, resulting in a 10% increase in revenue and a 20% decrease in guest wait times during peak check-in.
Business Management Intern
Kenya Forest Service
Sep 2017 - Dec 2017 (3 months)
Worked in various HR departments, gaining experience in planning, payroll, and training.
Education
Degrees, certifications, and relevant coursework
Kenya Institute of Management
Diploma in Business Management, Business Management
2015 - 2017
Completed a Diploma in Business Management, focusing on essential business principles and practices that enhance operational efficiency and customer service excellence.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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