NANCY PAUL

My primary role as a customer service expert is to offer top-notch customer service
experience through handling customer inquiries and complaints in very high pressured and
demanding customer centric environment.
● Handle all incoming customer communication through phone, SMS, ticketing system (CRM),
web chat and emails centralizing on etiquette, active listening, follow through customer
service and problem solving.
● Ability to manage both inbound and outbound calls in a professional manner achieving sales,
negotiation, and persuasion skills with the ability to network, generate new business and
develop strong business relations.
● Excellent time management skills with ability to work in a fast- paced, team -oriented
environment while juggling multiple projects and deadlines
● Excellent keyboarding skills with ability to use MS Office applications, CRM tools and call
center equipment/software programs and multiple tabs/browse to handle customer
enquiries and complaints
● Team player with excellent public relations, organizing, planning, follow up and
communication skills
● Open Minded/self-starter/Result Oriented and energetic

2020- To date Contact center officer at Ngao Credit Limited.

2017-2020 Front Office Assistant at Ngao Credit Limited.

2014 – 2017 Finishing Department Secretary -Ashton Apparel EpZ.

2013-2014 Receptionist - Diggah Agents

Kenya Institute of Management – 2021 To 2022.
Diploma in Procurement and Supply Chain Management- Award: Pass

Kenya Institute of Management – 2020 To 2021.
Certificate in Business Management- Award: Pass

Ojays Computer School- 2013-2013
Certificate In Computer packages- Award: Pass

Kenya Certificate of Secondary Education 2006-2010
Travelers Oasis Girls Centre-Mean grade attained D+ (D plus)

Kenya Certificate of Primary Education 1997-2005
Diamond Academy School- Mean grade attained 285/500