Hiddah Kananu

A meticulous customer-focused professional dedicated to pursuing the highest quality of customer service. Exceptional track record of developing and maintaining client loyalty. Deep insight into servicing customers’ calls for complaints and assistance, along with the exceptional ability to perform upselling duties to ensure that both company and self-targets are met. Excellent interpersonal and communication skills, a strong work ethic, and the ability to effectively handle pressure without compromising quality service.

PAWAME SOLAR                                                                                   March 2021 to Dec 2022
Position:Customer Service Representative

Overall Purpose: Responsible for acting as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Duties & Responsibilities 

Customer Service

• Handles customer inquiries via telephone and/or email
• Kopokopo – updates, sends, initiates and pushes API Notifications to customer Portal.
• Sends Email receipt where necessary to customers.
• Zoho – Creates Repossessions, updates faulty part, approves Installer form, approving and closing faulty part form in zoho.
• Responds to queries in ticket portal

Database Management 

• Updates customer information in the customer service database during and after each call
• Documents all customer interaction information according to standard operating procedures
  
  SAKS OFF 5TH                                                                                              April 2020 to February 2021

Position: Risk Associate.

Overall Purpose: Responsible for approving or declining ORC, and following up to ensure goods are delivered 

Duties & Responsibilities

• Approved and declined ORC
• Sent Emails to Distribution center to confirm customer's package was delivered
• Sent emails to FedEx to make sure the package was sent and received by the client
• Approved Dropship items
• Made outbound calls to customer to make sure customers received good services
• Approved gift cards and declined as necessary
  
  DLIGHT SOLAR                                                                               December 2019 to February 2020

Position: Call Center Agent 

Overall Purpose: Responsible for contacting clients and collecting outstanding payments to reduce the delinquency numbers for the business

Duties & Responsibilities

• Managed inbounds call to clients with solar products.
• Engaged customers to clear debts of remaining balances on solar items.
• Identifying customer needs, answering questions, and providing solutions or alternatives to issues
• Built and maintained sustainable customer relationships.
• Built product knowledge to motivate constant payment behavior in clients.
• Responded to customer inquiries.
• Managed and updated customer availability status of each called customer

Diploma In Information Technology: Jomo Kenyatta University of Agriculture & Technology, 2016- 2019