Rose Mulu

Professional Summary
Highly skilled and meticulous contact centre officer  with a superb record of customer satisfaction and successful sales. Adept multitasker able to address multiple customer with  highest degree of professionalism and accuracy. Flexible scheduling availability to include evenings weekends and some holiday

Core Qualifications
1.Extensive call centre representative experience
2.Strong familiarity with product information to inform customers
3.Exceptional skills in logging numbers accurately
4.Outstanding skills in verifying product pricing
5.High creative thinking and customer service skills
6.Superior record of closing telephone sales
7.Excellent proficiency with MS Office suite
8.Sound bilingual abilities in English.

I am a personable and proactive Contact  Center Representative with over 3  years of experience working for Microfinances. My expertise is in customer service, sales, and level 1 technical support.

In my current role, I field 70 to 100 inbound calls per day. I take pride in representing my employer and make it my mission to leave customers happy when they hang up the phone.

Over the years I have mastered conflict management. I know how to de-escalate calls in a way that builds a positive customer experience.

When dealing with customers, it is important to remember that you never know their story. Each time I am on the phone, I remember that it doesn’t matter if they are a one-time customer or a loyal follower. Everyone is equally important to us.

I pride myself on my stellar communication skills. I am diligent when it comes to documentation and I am adamant about learning new techniques to help me progress in my career.

EDUCATIONAL BACKGROUND

Corporate staffing services

Certificate in customer service skills

Kenya Institute of Management -April 2006-June 2008.

Diploma in Human Resource Management.

Award: Pass

Wantech Computer College.-January 2006-March 2006.

Certificate in information technology.

Award: Pass

Lema Girls High School- 2001-2004

Kenya Certificate of Secondary Education (KCSE), Mean grade attained c-(c minus)

Subjects studied: English, Mathematics, Swahili, Biology, Chemistry, Home Science, History and Government

Central primary school-1993-2000

 Kenya Certificate of Primary Education (KCPE), Marks obtained: 402/700

 PROFESSIONAL TRAINING

21st-24th August 2008: 

Attended an Induction and Selling skills course at National Bank Training center 

13th-14th September 2016: attended a Sales Effectiveness and Presentation Skills Training organised by Dolphins Training and consultants Ltd