Irene Njuguna

I have 4 years experience in customer service. I have a strong knowledge of relation with clients and employees. Working in the front office and customer service department has helped me gain good communication and interpersonal skills. I have also gained problem-solving and analytical skills. My experience in the service industry has taught me how to meet and exceed each customer’s expectations with service that sells. I have assisted all types of customers in all types of settings. I am also good  at cross-training in order to assist other departments or in other roles as needed. I am a good team player.

I have 4 years experience working in customer service. My main industry has been betting and gambling. I also have experience in both agriculture and real estate industries.

EMPLOYER: Kenya Charity Sweepstake ( Tenlot)
POSITION: Customer Service Executive
YEAR: December 2021 – current
Duties:
Use comm 100 to handle social media, emails and live chats.
Receive calls from clients and handle their queries. I’m hence well conversant with 3cx.
Make calls to clients and inform them of the new products and services we offer.
Receive feedback and record it on excel sheets for proper data collection

EMPLOYER: Apollo Agriculture
POSITON: Customer service representative
YEAR: December 2020-April2021
Duties:
Receiving inbound calls from Farmers and handling their inquiries
Keeping myself updated with the current farming trends in order to advise the Farmers accordingly
Handling farmers’ complaints and escalating the issues beyond me to the relevant departments
Making outbound calls to job applicants and interviewing them for Field agents’ positions
Raising tickets for issues that are beyond me hence well  conversant with Jira ticketing platform

EMPLOYER: Citybet Investments Limited-Kenya
POSITION: Customer service executive
YEAR: 2018- 2020
Duties:
Supervising other agents and following up on their call quality
Scheduling shifts and meetings
Coming up with new promotional ideas from the feedback received from agents
Answering calls from clients and handling their complaints
Making calls to clients to ensure that they are pleased with the service provided
Online conversations with clients and responding to their inquiries
Informing clients of new products and package

EMPLOYER: Kingsway Agency– Kenya
POSITION: Personal Assistant/ front office
YEAR: 2014- 2015
Duties:
Maintaining and introducing new clients
Communicating with potential clients and existing clients through emails, phone and one on one
Implementing administration procedures.
Organizing incoming and outgoing correspondents including maintenance of the filing system and
ensuring safekeeping of confidential materials.
Rent and debt collection.
Marketing Real Estate.
Scheduling meetings, appointment and business trips.
Responding to clients’ inquiries and receive feedback.
Taking notes during meetings

I am currently pursuing a Bachelor's degree in International Relations. I'm specializing in peace and conflict studies and taking a minor in Journalism. I also have an online diploma in Introduction to Human Resource Management. This was achieved in the year 2020. I have attained an online certificate in Care giving (2017). I completed my high school education and attained my Kenya Certificate of Secondary Education in 2011. I am also certified in basic computer packages.