About Innocent Wanjiru:
I have a diploma in dietetics management, examined by Kenya National Examination Council .I am also a certified customer service agent from Generation Kenya having worked in the e-commerce sector or the past 1 year.
Experience
May 2022–March 2023 Jumia online shopping Kenya
Customer service agent.
Roles
- Contacted at least 100 customers per day to verify account information and order details.
- Performed order verification, tracking, cancellation and refund processes while still on call.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers,
- Sent emails to unreachable customers in regards to their order details and regularly checked for replies.
- Promoted major sell events to customers, products and capitalized on upsell opportunities.
- Sent confirmation emails to customers with ratings surveys to provide feedback on areas the company is doing well and areas of improvement.
- Provided excellent phone etiquette and followed the correct script that warranted a 98% average QA throughout my tenure.
February 2022 –April 2022 Credo Faster
Tele Marketing Agent
Roles
- Cold call people using a given phone directory to sell products or solicit donations.
- Answer incoming calls from prospective customers.
- Use scripts to provide information about product’s features, prices etc. and present their benefits.
- Ask pertinent questions to understand the customer’s requirements.
January 2020 –July 2021 Tabbs Bike Shop
Shop Attendant
Roles
- Greeted customers on arrival to the shop and helped customers leading to positive customer relationship.
- Provided excellent customer service that resulted to repeat customer.
- Arranged the shop in an orderly manner hence appealing customers.
- Kept excellent transaction records for future reference
- Stayed up to date with the latest trends and advised accordingly.
January 2019 – June 2019 Kasarani Health Centre
Internship - Nutrition Department
Roles
- Did nutrition assessment, counselling, and support of malnourished patients.
- Did nutrition education of clients on specific topic base on identified needs.
- Supplemented malnourished clients.
- Kept records related to nutrition care for future reference
August 2018 – Dec 2018 Capital Cyber
Cyber Attendant
Roles
- Provided excellent customer care hence creating customer rapport.
- Managed internet browsing and computer usage.
- Scanned, typed and printed documents hence more profits for the business.
- Kept daily records for future reference
- Maintained cleanliness and orderliness of the cyber.
August 2017 I.E.B.C
Polling Clerk
ROLES
- Organized the polling place before the polls open.
- Identified voters electronically.
- Issued ballot papers to voters.
- Verified voters ID and voters card number in the register.
Education
January 2022-February 2022 Generation Programme Kenya
Certificate in Digital Customer Service.
August 2018 Capital Computer College
Certificate in Computer Packages
May 2016 – July 2018 African Institute of Research and Development Studies
Diploma in Dietetics Management
January 2011- November 2014 Rafiki Foundation Schools
Kenya Certificate of Secondary Education
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