Zainab Ndeleko

Call Center Customer Service Representative
SENDWAVE INTERNATIONAL, NAIROBI
Researched issues through identification of similar past problems and recommended most appropriate solution.
Resolved concerns with products or services to help with retention and drive sales.
Approved and terminated customer contracts upon request.
Placed outbound customer service or customer satisfaction calls to follow up on issues. Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Documented and detailed calls and complaints using call center's CRM database.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Addressed customer account discrepancies and concerns 

Customer Service Representative
KENYA AIRWAYS, Nairobi

Offered advice and assistance to customers, paying attention to special needs or wants. Answered product and service questions, suggesting other offerings to attract potential customers.
Recommended products to customers, thoroughly explaining details.
Answered customer telephone calls promptly to avoid on-hold wait times.
Responded to customer requests for products, services and company information.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Welcomed, greeted and assisted guests in high-traffic store.
 

 Current
2019-ongoing 
Diploma: Business Administartion
Moi University - Kenya
Continuing education in Business Administration.
Certificate:Customer Service
Kenya Airways Pride Centre - Nairobi,Kenya
Completed professional development in Customer Service
Awarded [Certificate]