Lucy Wambui

As an accomplished professional with more than 2 years experience maximizing customer satisfaction through exceptional customer service, I possess a breadth of knowledge and talents that will allow me to contribute toward your success through this role.

My background lies in successfully maintaining superior customer relationships and providing outstanding service and support to meet, and surpass, expectations and requirements. Throughout my career, I have managed customer communications and initiatives to realize improved customer service, satisfaction, and retention. Additionally, my established success in effectively interacting with and leading teams positions me to make a significant contribution in this position.

The following achievements demonstrate my qualification for this position:

Developing and implementing key policies and procedures in customer service departments to boost productivity and enhance team morale.

Earning a reputation for swiftly identifying and resolving potential customer-facing problems and discrepancies, leading to a significant boost in customer satisfaction and loyalty.

Successfully ensuring top-flight customer service and satisfaction while driving staff training and development and team motivation.

Establishing solid and trusting relationships through exceptional communication and interpersonal skills.

Balancing multiple tasks within fast-paced, deadline-driven, and customer-facing environments.

With my proven commitment to building strong customer relationships, I am prepared to extend my record of excellent service to your team. I welcome the opportunity to discuss this position and my qualifications with you further. Thank you for your consideration.

Ideon Limited    April 2022 to date 
Call Centre Specialist
   Responsibilities
Handling inbound and outbound calls
Handling questions or complaints in a timely manner to ensure the company customer retation rate is high
Following up on each case individually to make sure a solution is found to the customers satisfaction.
Investigating and resolving discrepancies
Updating account status and database regularly
Alerting superiors on issues that require urgent attention 
Compiling with requirements when legal action is unavoidable
 

FreshMart Minisupermarkert 
Sales Assistant
Responsibilities
Greeted and interacted with customers.
 Consulted with customers to understand their needs and preferences related to merchandise.
 Demonstrated and explained merchandise, selecting and suggesting options suitable for the customers needs.
  Answered customer's questions about merchandise.
  Assisted customers with purchase decisions.
  Retrieved merchandise from sales floor, stock room, or other inventory locations; places special orders.
  Collected payment using the store point of sale system.
   Performs other duties as assigned.

Liberty Academy-    January 2021- December 2021
Secretary
Responsibilities
Coordinated day to day administrative issues
Answered and directing phone calls
Organized and distributed text bulk text messages
Greeted parents and all guests visiting the school
Scheduled meetings and conferences
Organized documents and files

Freelancer     September 2020 – April 2021
Transcriber
Responsibilities:
⦁ Formulated assignments in accordance with prescribed specifications.
⦁ Edited assignments to ensure that they are accurate and well-presented.
⦁ Submitted completed assignments in the stipulated format.
⦁ Stored and filed copies of all completed assignments.
⦁ Kept an accurate record of hours worked and income received.
⦁ Ensured that your work equipment remains in excellent working condition at all times.

Mwamba shop Moi’s Bridge     January 2016- December 2016
Sales Agent
Roles:
⦁ Provided exceptional customer service services as an attendant.
⦁ Fulfilled customers’ orders promptly.
⦁  Assisted customers with purchase decisions
⦁ Collected the required payments
⦁ Kept full customer records and updated them daily.
⦁ Collaborated with other staff members in cleaningwhole building. the 
 

Generation 
Certificate in Digital Customer Service    
University of Nairobi
Bachelor of education (arts)
Butere Girl’s High School
Kenya Certificate of Secondary Education
Trinity Academy
Kenya Certificate of Primary Education