Bernadette Ogega

I am a highly-motivated, self-driven, diligent, focused, personable and articulate professional with more than 3 years of experience providing excellent and exceptional services. I possess an in-depth knowledge of exceptional customer service with a history of providing outstanding support to customers and a proven ability to offer exceptional customer service.

Customer Service Representative.

Finley International

1. Monitoring and tracking customer requests by ensuring that accurate notes are documented with CRM, directed to relevant departments, and resolved to ensure customer satisfaction and maintain accountability.
2. Analyzing and following up on accounts in the CRM. This included escalating daily irreconcilable extracts to supervisors.
3. Building sustainable relationships and trust through open and interactive communication with customers by offering good service to foster customer retention.
4. Understanding and adhering to the escalation process, using ticketing tools to escalate issues especially technical and financial related that cannot be resolved on first contact.
5. Recognizing opportunities for upselling to customers, by advising on new and existing services which may suit their requirements.
6. Providing peer support to other Customer Service Representatives to improve overall team performance.
7. Providing accurate, valid and complete customer feedback regularly by using the right tools to measure the effectiveness of the business process and products.

MASINDE MULIRO UNIVERSITY OF SCIENCE AND TECHNOLOGY

Bachelors Degree in Education