Open to opportunities

Racheal Kuster

@rachealkuster

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Proactive IT professional with nearly 10 years of experience.

Kenya

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What I'm looking for

I am looking for a role that allows me to leverage my customer service skills while providing opportunities for growth and leadership.

I am a proactive and performance-driven IT professional with close to 10 years of experience in communications, media, customer experience, and coaching. My career has provided me with opportunities to take on various leadership roles, enhancing my understanding of service quality and communication. I have hands-on experience in supplier management and systems administration, which has equipped me with the skills to implement, deliver, and manage solutions that align with strategic objectives.

Throughout my career, I have demonstrated a strong track record of achieving business goals and enhancing customer satisfaction levels. My experience includes conducting training sessions for new sales agents, resolving customer issues, and utilizing CRM software to track sales progress. I am committed to delivering comprehensive service journeys and adhering to established procedures, ensuring that I contribute positively to any organization I am part of.

Experience

Work history, roles, and key accomplishments

Telesales Agent

Safaricom PLC

Feb 2024 - Dec 2024 (10 months)

Conducted training sessions, led product demonstrations, and utilized CRM software to track sales progress and identify areas for improvement. Maintained comprehensive product knowledge, gathered customer feedback, and resolved issues to build exceptional customer satisfaction and maximize conversions. Oversaw contract negotiations and closings to manage the complete sales cycle process.

Sales Training Customer Satisfaction CRM Software Product Demonstrations Contract Negotiation Problem Solving Social Media Marketing Customer Feedback Analysis

Receptionist / Customer care

Chamwada & Co. Advocates

Jan 2023 - Feb 2024 (1 year 1 month)

Managed database updates, digital files, and processed incoming/outgoing correspondence to support staff needs and facilitate communication. Greeted visitors warmly, provided administrative support to various departments, and coordinated staff travel arrangements. Implemented feedback mechanisms to continually improve reception services and ensure a professional first impression.

Database Management Data Security Administrative Support Travel Coordination Customer Feedback

Customer Service Representative

Majorel Kenya

Nov 2020 - Oct 2022 (1 year 11 months)

Consistently performed well in quality assurance evaluations by actioning feedback to drive personal improvement. Oversaw customer account inquiries, resolved service complaints, and responded to live chat queries to guarantee customer satisfaction. Listened to individual complaints with an open mind and referred complex inquiries to team leaders for resolution.

Customer Service Quality Assurance Performance Account Management Live Chat Support Customer Satisfaction