Chelsea Mmbone Aluvisia

I

Customer Service Representative

Imail Kenya

Apr 2022 - Current (4 years 3 months)

• Identifying and assessing customers' needs to achieve satisfaction. • Providing proactive customer outreach through proactive chats, informing clients about potential product or services, and proactively asking customers for feedback • Opening new customer accounts • Managing large amounts of incoming phone calls and emails • Building sustainable relationships and trust with customer accounts through open and interactive communication • Keeping records of customer interactions, processing customer accounts and • keeping files • Collecting and analyzing customer feedback. • Monitoring brand mentions • Engaging in customer conversations on social media and responding to customer reviews • Resolving issues and troubleshooting tech

Administrative Team Lead

Achieve Test Prep

Jul 2020 - Mar 2022 (1 year 9 months)

• Organize workflow and ensure that employees understand their delegated tasks. • Conducting regular trainings & team meetings. • Conducting research, analyzing information, summarizing results and making recommendation on business topics as assigned. • Achieving personal Key performance indexes (KPIs). • Conducting problem solving and troubleshooting. • Help in passing information from upper-level management and vice versa. • Monitor employee productivity and provide constructive feedback to the employee. • Assisting the operations manager and project manager with implementing projects across broad range of company functions. • Make recommendation of existing and prospective customers under the various services we offer to submit

H

Senior Customer Experience Representative.

Hecta Consulting

Dec 2018 - May 2020 (1 year 6 months)

• Provide leadership and motivation for direct and indirect reports towards the achievement of cluster new business. • Customer Management and Engagement • Conducting problem solving and troubleshooting. • Achieving personal Key performance indexes (KPIs). • Make recommendation of existing and prospective customers under the various services we offer to submit to the final authority within established stipulated time. • Preparing and analyzing clients' issues on monthly basis and escalate all the cases to the relevant departments • Prompt, accurate and courteous service fulfilling promises made to customers. Under promise BUT over deliver! • Manage client's queries and complaints in a timely manner within the stipulated time and ens

Senior Associate, Procurement.

Evidence Action

Nov 2017 - Nov 2018 (1 year 1 month)

• Contact vendors or agency representatives to obtain availability and productinformation or solicit bids, develop requests for quotations and confer with vendors concerning new products, damaged goods, delayed payments or related information. • Team Management and work allocation. • Perform purchasing duties as necessary. • Review and analyze procurement quotations and pre-qualification documents. • Counter checking received goods and ensuring both quality and quantity is observed. • Match purchase orders with invoices and forward to accounts for payment processing. • Follow up with suppliers to schedule deliveries, resolve discrepancies, outstanding and overdue delivery of orders. • Review and match invoices, delivery notes and pu

W

Credit Officer

Women Enterprise Fund

Jul 2017 - Oct 2017 (4 months)

• Credit management. • Customer management. • Report writing. • Budget preparations. • Trainer of trainers. • Stakeholders' management. • Data analysis. • Document management. • Performance appraisal for the team.

C

Administrative Assistant

Crivon Springs Lounge

Oct 2016 - Jun 2017 (9 months)

• Giving clients information about the products and services offered. • Offering exemplary customer service to both internal and external clients. • Screening of telephone calls, emails and mails. • Maintain electronic and hard copy filing system • Taking notes and minutes during meetings. • Ordering and taking stock of office supply. • Preparing documents for meetings. • Finding ways to improve administrative processes. • Processing and directing mail and incoming packages or deliveries. • Being a point of contact for a range of staff and external stakeholders.

Chelsea Mmbone Aluvisia

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