Jackline Kathuruh

Customer service professional with a demonstrated commitment to providing incredible service for the past 2 years. Strong communication skills that allow me to listen to a customer’s problem and suggest acceptable solutions. Quick and thorough decision maker with the ability to resolve customer concerns while keeping everyone satisfied. Dedication to keeping my skills and knowledge up to speed by learning new computer software, working with innovative customer service approaches and being part of a team of knowledgeable colleagues.
 

Ison Xperiences Kenya- outbound customer care representative June 2022-todate
Discussed account details with customers and recommended services to them based on listening to their needs and interests.
Solved problems with billing, service or product quality issues customers called about by making referrals to the appropriate supervisor, investigating billing details or scheduling service appointments.
Gathering information about customer complaints.
Developing aggressive retention strategies based on customer feedback.
Negotiating with customers to renew contracts and retain business
Meeting with the sales team to propose customer retention solutions.
Building positive relationships with customers and business associates
Client retention and win backs for churned clients.
Technobrain– inbound customer care representative. Jan 2021- May 2022
Answered daily calls from customers in a high-volume call center regarding service problems, product order progress and other concerns.
Recognized as a top call center agent with above average satisfaction rates on monthly customer service surveys.
Achieved high call quality scores each week, based on each customer’s level of satisfaction after they received a resolution
AUG 2019 – SEP 2019: Content Supervisor KNBS 
Training the enumerators 
Supervising enumeration in the assigned area  
Receiving data and sending to the main server  
Making sure every individual in the enumeration area has been enumerated
September 2018-October 2018: Health sector Kitui County
I worked as sales officer where I convinced citizens of the necessity of the Health insurance cover and was undertaking the following responsibilities: 
Selling the health insurance cover 
Ensuring payment of the charges required 
Collecting data and entry of the registered members   
May 2017- August 2017: Kaguru Agricultural Training Centre 2017 (May-August) 
I worked as an attaché at Kaguru Agricultural Training Centre where I was in charge in the following areas: 
Identification of pests and diseases on vegetables and management, field sanitation and vegetable nursery management, educating and training farmers on soil conservation and maintenance of soil fertility.  

2014-2018 Chuka University 
Bachelors of Science (Horticulture) 
SECOND CLASS HONORS, UPPER DIVISION 
2015 (May-July) MPC Computer College 
Computer Applications 
2009-2013: ST. Teresa Kimangao Girls 
K.C.S.E: Grade achieved B 
2000-2008: Kasyathyu Primary School 
K.C.P.E: Grade achieved B