Martin Mwangi

Here are highlights of my key skills:
• Effectively manage my time through careful planning and organization of work activities
• Possess an aptitude for identifying and resolving problems efficiently
• Excellent communication skills that result in positive interpersonal relationships
• Consistently meet deadlines and produce detailed, complete work 
• Repeatedly prove my ability to make sound decisions based on valid information
• In my capacity as a leader, I learn to apply new information quickly and accurately
• Strong computer skills and proficiency in MS Office

June 2016 – 31st Aug 2022 : Shop and Deliver Ltd
Position   : Customer Service Agent
Duties& Responsibilities: 
Maintain Customer focus at all times and respond to customers’ enquiries (e-mails phone and face to face)
Work within agreed service levels, striving to exceed customer expectations wherever possible.
Exceed productivity standards: such as overall accuracy: maintaining Service Level of Agreement: backlog management of departmental and individual markets and maintaining daily statistic.
Take ownership of queries and proactively follow through to resolution.
Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the Customer Service Manager.
Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/issues to team manager when necessary.
Maintain professional working relationship with internal and external customers, customer service management and colleagues.
Perform quality assurance on work processed.
Report workload statistics as required.
Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
Provide flexible support for team members and other teams and foster positive and a motivating environment.
Demonstrate a positive and flexible approach to changing business priorities.
Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.
Identify and escalate recurring or consistent problems with systems functionality.
Understand priorities, products and services and have a good grasp of how the company is run.

June 2015 – May 2016 : Horizon Contact Centers 
Position   : Customer Service Representative-Airtel Money Account
Duties:    
Handle incoming/outgoing calls.
Maintain customer experience levels within the quality standards stipulated.
Handle objections by building rapport with customers.
Update information onto the CRM.
Adhere to data protection policy with regards to confidentiality of customer details.
Recognise opportunities for up-selling to customers, by advising on new and existing services which may suit their requirements.
Handle complaints in a polite and professional manner. 
Patiently listen and respond to customer queries.
Understand and adhere to the escalation process.
Provide peer support to other customer service agents in an effort to improve overall team performance.
Achievement  : Maintained the position of being the best agent on a weekly basis.

May 2014 – March 2015 :  CHASE BANK- Nairobi.
Position   : Retail Sales Officer
Duties: 
Monitor, escalate and follow up for resolution of performance of Bank systems.  
Sell Retail Banking products and services in order to ensure sustainable business growth.
Offer excellent customer experience while interacting with customers on different channels
Actively take part in sales and product campaigns in order to ensure product information is readily available to customers.
Seek feedback from customers on Bank products and their experience for continuous improvement
Daily Provide regular sales reports.
Analysis of accessibility of bank facilities and products.

Jan 2010-Dec 2013 : KCA UNIVERSITY

Degree Obtained : Advanced Diploma in Business and Accounting

(ACCA Level 2)
Jan 2009 – Dec 2013 :        THE UNIVERSITY OF NAIROBI

Bachelors of Arts (Sociology and Economics)

OTHER QUALIFICATIONS:

June 2020 : Successfully participated and completed IT Service Management Training
Oct 2020 : Successfully participated and completed Leadership and Management Training
Oct 2016 : Successfully participated and completed Customer Focus and Agility Training
Feb 2009 :  Training in Computer Operation (KCA University)
                                            Computer Skills: Microsoft Word, Excel, Internet & Email Outlook.

ACADEMIC QUALIFICATION:
Kenya Certificate of Secondary Education.

EDUCATIONAL BACKGROUND

2004-2007:
Queen of Apostle Seminary Secondary School. (B+)

1996-2003:
Utafiti Primary School (A-)