nyambura karanja

As a Customer Care Manager, I take pride in being a skilled and empathetic professional, fully committed to providing outstanding customer experiences. I lead and oversee a team of customer service representatives, ensuring that we deliver the best support and assistance to our valued customers. With my strong leadership and communication skills, I strive to create a positive and collaborative work environment, motivating my team to excel in their roles.

On a daily basis, I handle customer inquiries, resolve complaints, and address complex issues with tact and efficiency. I have an in-depth knowledge of our company's products and services, which allows me to provide accurate information and guide customers to the right solutions.

My focus is always on customer satisfaction. I continuously look for ways to improve service delivery, streamline processes, and enhance the overall customer journey. I approach challenges strategically, building long-term relationships with clients that lead to increased customer loyalty and advocacy for our brand.

Data analysis is another strength of mine, as I use customer feedback and metrics to identify trends and pain points. This data-driven approach helps me implement proactive measures, preventing potential issues and fostering continuous improvement within my team.

My dedication to excellence and my team's success makes me a valuable asset to our organization, contributing significantly to our growth and reputation. I set a high standard by prioritizing exceptional customer care, inspiring others to follow suit, and elevating our company's standing in the competitive market.

I am an experienced and diligent Customer Care Manager with a successful track record of satisfying all types of customers through creative and knowledgeable solutions. I have led a team of customer service professionals to improve customer ratings, reduce complaints, and increase business. My educational background includes a Bachelor's degree in Economics and Statistics from the University of Nairobi and proficiency in statistical packages and Microsoft Office applications.

In my current role as Customer Service Team Manager at Greenlightplanet Kenya, I have motivated and improved the customer service department and its 15 staff members to achieve set goals. Previously, as a Customer Service Executive at the same company, I resolved problems, improved operations, and provided exceptional service.

As someone who can identify customer needs for effective solutions, I am committed to delivering high-quality service that ensures a positive experience. My skills include expertise in customer service standards, information gathering, data analysis, and staff and priority management. I have successfully created easy-to-understand yet complex user manuals and scripts. I also increased the call center revenue by 20% and the collection rate to over 52%.

Additionally, I have participated in various training programs, including the Process Delivery Champion program and Manager Development Program at Greenlightplanet Kenya. Furthermore, I am proficient in elementary-level sign language.

For references, please feel free to reach out to Pauline Nekesa, Customer Service Manager at Greenlightplanet Kenya, and Lyndah Rono, Customer Service Manager at Greenlightplanet Kenya.

The most relevant education from the CV includes:

• Bachelor of Economics and Statistics from the University of Nairobi, Class of 2021.
  Statistical Packages: Proficiency in SPSS, STATA, and Advance Excel.
  Microsoft Office Skills: Mastery in Windows, Word, Excel, Access, PowerPoint, and PageMaker.
  These educational qualifications indicate a strong foundation in statistical analysis, data management, and computer skills, which are highly relevant to the role of a Customer Care Manager. They enable the individual to efficiently analyze customer data, identify trends, and make data-driven decisions to improve customer service processes and enhance the overall customer experience.