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Winnie User

@winnieuser

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Customer service professional with over 12 years of experience.

Kenya

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What I'm looking for

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

I am a self-driven and results-oriented customer service professional with over 12 years of diverse experience in service and team management. My career has been marked by a proven ability to achieve high performance targets, resolve client issues, and lead teams effectively. I have consistently ensured that team KPIs are met and have trained new employees to uphold high service standards.

Throughout my career, I have developed strong communication, leadership, and problem-solving skills. My experience includes roles such as Call Center Supervisor and Customer Care Agent, where I managed inbound and outbound calls, optimized call handling procedures, and maintained accurate call logs in CRM systems. I am passionate about exceeding expectations in dynamic work environments and am committed to delivering exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Calling Team Supervisor

Current

Watu Africa Ltd

Sep 2021 - Nov 2024 (3 years 2 months)

Led a team to consistently meet KPIs, trained new employees, and resolved client disputes. Reported progress to HR and senior management, demonstrating strong leadership and communication skills.

Team Leadership KPIs Conflict Resolution Customer Service Communication Skills Problem Solving Time Management

GPS Calling Officer

Watu Africa Ltd

Mar 2020 - Aug 2021 (1 year 5 months)

Contacted clients to schedule tracker services, educated them on the importance of tracking, and documented calls while escalating unresolved issues.

Client Communication Customer Service Problem Solving

Retail Supervisor

Bboxx Capital Kenya Ltd

Apr 2019 - Dec 2019 (8 months)

Responsible for customer acquisition, recruiting and training sales agents, and supervising agents to meet sales goals while ensuring customer satisfaction.

Sales Management Customer Acquisition Customer Satisfaction Communication Skills Leadership

Call Centre Supervisor

Bboxx Capital Kenya Ltd

Jan 2018 - Mar 2019 (1 year 2 months)

Trained staff, optimized call handling procedures, and monitored call metrics to improve performance and customer service.

Staff Training Performance Monitoring Customer Service Problem Solving Communication Skills Team Leadership

Customer Care Call Agent

Bboxx Capital Kenya Ltd

Dec 2015 - Dec 2017 (2 years)

Handled inbound and outbound calls, resolved customer queries, and maintained accurate call logs in CRM systems.

Customer Service Data Entry Communication Skills Problem Solving

Hostess

Caramel Restaurant & Lounge

Jul 2014 - Oct 2015 (1 year 3 months)

Promoted hotel services, ensured seamless guest reservations, and maximized sales through cross-promotion.

Customer Service Communication Skills

Receptionist/Guest Service Agent

Lake Bogoria Spa Resort

Aug 2015 - Jul 2014 (-2 years 11 months)

Welcomed guests, managed check-ins, and ensured an excellent customer experience through effective communication.

Guest Management Customer Service Communication Skills Problem Solving

Hostess/Waitress

Hotel Cathay

Aug 2010 - Jun 2011 (10 months)

Assisted guests with hospitality services and addressed queries with comprehensive menu knowledge.

Hospitality Customer Service Menu Knowledge Guest Service Communication Skills Problem Solving

Education

Degrees, certifications, and relevant coursework

Kapkatet High School

Kenya Certificate of Secondary Education (K.C.S.E), Secondary Education

2000 - 2003

A solid educational foundation essential for personal and professional growth.

The Eldoret National Polytechnic

Diploma in Hospitality Management, Hospitality Management

2009 -

Equipped with comprehensive skills in customer service, hotel and restaurant operations, event management, and conflict resolution. I gained expertise in guest relations, food and beverage management, sales, and service excellence, enabling me to thrive in fast-paced hospitality and customer-focused environments.

Paragon Hospitality Management

Certificate in Food and Beverage and Guest Relations Skills, Hospitality Management

2010 -

Equipped with customer service, hospitality operations, conflict resolution, and sales skills, preparing me to excel in frontline roles by delivering exceptional guest experiences and service excellence.