Winnie Chesang
@winniechesang
Results-driven customer service professional with 12 years of experience.
KenyaWhat I'm looking for
I am a results-driven Customer Service Professional with over 12 years of experience in enhancing customer satisfaction and leading teams. My journey has equipped me with a robust skill set in CRM software, conflict resolution, and performance improvement. I have a proven track record of managing high-volume customer interactions and implementing strategies that significantly boost efficiency and retention.
In my recent role as a Customer Service Supervisor at Watu Africa Ltd, I successfully tracked the performance of over 15 staff members, leading to a 25% improvement in customer retention. My ability to resolve disputes and train employees has been instrumental in reducing knowledge gaps and enhancing overall team performance. I am passionate about leveraging my expertise in customer service excellence to contribute to a dynamic organization.
Experience
Work history, roles, and key accomplishments
Customer Service Supervisor
Watu Africa Ltd
Sep 2021 - Nov 2024 (3 years 2 months)
Supervised a team of 15+ customer service staff, improving customer retention by 25% through conflict resolution and performance optimization strategies. Developed training programs that reduced knowledge gaps by 30%.
Customer Service Representative
Watu Africa Ltd
Mar 2020 - Oct 2021 (1 year 7 months)
Handled over 100 inbound calls daily with a 90% first-call resolution rate. Managed escalated concerns and maintained accurate records in CRM systems, achieving a 98% data entry accuracy.
Retail Supervisor
BBOXX Capital Kenya Ltd
Apr 2019 - Dec 2019 (8 months)
Supervised 10+ sales agents, leading to a 20% increase in monthly sales. Provided coaching and managed stock, reducing inventory discrepancies by 15%.
Call Centre Supervisor
BBOXX Capital Kenya Ltd
Jan 2018 - Mar 2019 (1 year 2 months)
Monitored call center operations to enhance efficiency, reducing call abandonment rates by 20%. Coached team members on effective customer experience strategies.
Customer Service Representative
BBOXX Capital Kenya Ltd
Nov 2015 - Mar 2019 (3 years 4 months)
Managed high-volume calls and resolved customer complaints efficiently, leading to a 15% increase in customer engagement through effective education on services.
Restaurant Hostess
Caramel Restaurant & Lounge
Aug 2014 - Nov 2015 (1 year 3 months)
Greeted guests and managed reservations to ensure a seamless dining experience. Assisted with table allocations and special requests.
Front Desk Guest Service Agent
Lake Bogoria Spa Resort
Sep 2011 - May 2014 (2 years 8 months)
Managed guest check-in/check-out procedures for over 50 guests daily, providing concierge services and training new clerks to streamline operations.
Education
Degrees, certifications, and relevant coursework
Paragon Hospitality Management
Certificate, Hospitality
2010 -
Earned a Certificate in Food & Beverage and Guest Relations, emphasizing customer service excellence and food service management.
The Eldoret National Polytechnic
Diploma, Hospitality Management
2009 -
Completed a Diploma in Hospitality Management, focusing on various aspects of hospitality services, customer relations, and operational management.
Kapkatet High School
Certificate, General Education
2003 -
Achieved the KCSE Certificate, completing secondary education with a focus on foundational academic skills.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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