tynesha shangala

An accomplished Customer Service Professional with sound understanding and experience in call center operations, front office management, customer service, public relations, process documentation and reporting. I am dedicated in establishing productive and lasting customer relationships by providing service and support to surpass expectations.

Customer Excellence Associate Pet Store Kenya July 2022 – To date

 Duties & Responsibilities • Provide existing and prospective clients with product information by clearly explaining procedures; answering questions and queries; providing information in accordance with the Company’s policies andprocedures via telephone, social media platforms and face to face. • Identify and escalate priority issues that need to be handled at a different level and do the necessary follow-up of customer concerns. • Support performance improvement by capturing actionable feedback data during customer surveys. • Troubleshoot Website Related issues and providing first-level resolutions to the customers. • Make outbound callsto field agents to accurately collect feedback and assist them to resolve any challenges. • Prepares meaningful reports that draw conclusions and identify customer service process gaps and recommend improvement in procedures. 

Contact Centre Executive Harambee Co-Operative Savings & Credit Society March 2020 -March 2022

Duties & Responsibilities • Managed large amounts of inbound and outbound calls in a timely manner. • Engaged in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. • Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response. • Seized opportunitiesto upsell products when they arose. • Retained and nurtured existing customers by ensuring customer satisfaction is met. • Submitted a weekly ticket resolution report and provided reasonsfor unresolved escalations. • Provided continuous statusinformation by making follow up callsto ensure customer satisfaction. • Managed bulk SMS and Email communication. • Delivered exceptional customer service to every customer by leveraging extensive knowledge of product and services. • Respond to scheduled posts on social media platforms, which enlightened audiences and promoted brandfocused message.

KCA University - Bachelor of Commerce-Finance, 2019 - 2022.

 Kenya Utalii College-Certificate In Front Desk Operations 2018-2018. 

 KCA University-Diploma In Business Management 2016-2018.