Barbra Njeri Malesi

I am a highly motivated and reliable individual with previous customer service, Account Management, and front office work experience. Focused on providing a first-class customer experience and resolving any queries, complications or issues that may arise. I possess excellent communication skills both over the phone, face to face and via email. I strive to work well under pressure and love to keep myself and my workflow organized. In addition, I have also been engaged in managing accounts at a contact center where I gained competencies in problem solving skills, communication skills, and leadership skills. Above all I am friendly, sales driven and enjoy developing great rapport with whomever I interact with. I am currently looking to secure a position that will enable me to exercise the skills I have been able to amass with a view to improve the status of the organization that offers me an opportunity

Call Centre Agent Parttime Job from July 2021 to December 2021 Aventis Duties and responsibilities ● Follow communication “scripts” when handling different topics ● Provide personalized customer service by responding to the needs of the customers ● Ensure feedback from the customer to further improve the customer services ● Build sustainable relationships and engage customers by taking the extra mile ● Keep records of all conversations in our call center database in a comprehensible way ● Manage and update customer databases with the status of each customer ● Seize opportunities to upsell products when they arise ● Manage large amounts of inbound and outbound calls in a timely manner Call Centre Account Manager from January 2020 to date Calltronix Kenya Limited Account Manager The primary responsibility is to manage a team of customer service personnel. I have managed and overseen different Line of Business. Providing daily objectives, develop reward systems for productivity that motivate new hires and seasoned workers alike and communicate any issues with upper management to reach business goals effectively. Below are the different accounts managed and Duties and responsibilities Managed Carrefour Duties and responsibilities • At a call center, coordinating the team throughout their shift. depending on the clients shift schedule. Additionally, answers to the team members’ questions and provide advice. ● Managing escalations by providing efficient solutions to resolve customers' questions or complaints requires significant customer service skills and diplomacy to ensure that the customer is satisfied. ● Meet regularly with other members of the team to discuss progress and find new ways to improve business ● Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts) ● Collaborate with sales team to identify and grow opportunities within territory ● Assist with challenging client requests or issue escalations as needed INTERESTS WORK HISTORY 3 Managed Textbook Centre Duties and responsibilities • Conduct periodic reviews and evaluations of team members, monitor employee performance, and note areas for improvement, often using an employee evaluation rubric and then meeting directly with the team member to discuss their performance. Also make recommendations to HR departments if an employee is consistently not meeting expectations. • Stay on top of accounts, making sure they’re receiving services that are within their budget and meeting their needs • Handling customer complaints and enquiries that have been escalated. • Communicating with new and existing clients, building, and developing relationships • Understand customer KPIs, targets and review performance • Acquire new sales within the assigned territory. Managed Aquamist Limited Duties and responsibilities • Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. by gathering data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved. • Debt collection: ensuring that clients offered credit terms are followed and pay promptly • Coordinate and lead account service team to ensure cost effective and timely delivery of business solutions. • Develop and maintain service delivery plan and strategic account plan. • Perform customer negotiations as and when needed. • Understand business targets and possess the ability to craft custom, effective, strategic plans. • Focus future revenues and expenditures to establish structures and drive process and policy improvements Managed Kim-fay East Africa Duties and responsibilities ● Train new hires in the departments, work closely with the new team members to instruct them on company policies and best practices for resolving customer calls. Additionally, monitor new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed. ● Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly ● Prepare and submit periodic sales reports within set deadlines. ● Conduct research on competitor activity and give appropriate recommendations to management. ● Undertaking sales activities including customer visits, sales campaigns, tariff review. 4 Managed Menengai Duties and responsibilities ● Develop customer strategies for performance metrics, escalation management, and communication ● Act as main point of contact for customers regarding business service issues, questions, and concerns. ● Identify gaps and develop corrective plans. ● Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders ● Respond directly to customers who need assistance. May answer phone calls or emails from customers to provide quick resolution of issues and questions or may provide assistance to a team member. Provide more direct customer support during the department’s busiest times. Call Centre Agent from July 2018 to December 2019 Calltronix Duties and responsibilities ● Manage large amounts of inbound and outbound calls in a timely manner. ● Follow communication “scripts” when handling different topics ● Provide personalized customer service by responding to the needs of the customers ● Ensure feedback from the customer to further improve the customer services ● Manage and update customer databases with the status of each customer ● Coordinate with the dispatch team to send products or provide services on time to customer ● Build sustainable relationships and engage customers by taking the extra mile ● Keep records of all conversations in our call center database in a comprehensible way ● Frequently, attend educational seminars to improve knowledge and performance level ● Seize opportunities to upsell products when they arise Front office managerfrom December 2017 June 2018 Lavington Hill House. Duties and responsibilities ● Checking guests in and out and verifies banks and deposits at the end of each shift. ● Maintain working relationships and communication with all departments. ● Resolve guest problems quickly, efficiently, and courteously. ● Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. ● Receiving calls and responding to enquiries both via telephone and email ● Confirmation of bookings by clients through phone and email ● Supervising the housekeeping department to maintain the hygiene status ● Updating the guest billing system for accounting purposes ● Offering good and highly standardized guest service to maintain relations 5 Business management internship from August 2017 to November 2017 Kenya Forest Service Nairobi As an intern at Kenya Forest Service, I worked in the following departments ● Human Resource-planning ● Registry ● Human Resource-Payroll ● Human Resource- Training Sales and promotions from March 2016 to July 2017 As a sales representative I am experienced to be a team player in the following areas; ● Establish, develop, and maintain positive business and customer relationship. ● Perform cost benefit and needs analysis of existing potential customers to meet their needs. ● Achieve agreed upon sales targets and outcomes within schedule. ● Continuously improve through feedback.

● Diploma Business Management - Kenya Institute of Management; 2015– 2017 

● Kenya Certificate of Secondary Education - Wellspring High School; 2011-2014 

● Kenya Certificate of Primary Education - Highbridges Academy, Nairobi; 2003-2010