Dana Vera Jakandangó

Mobile no: 254725639773

Email address: [email protected]

Customer Service Associate Call Center

Highly experienced Customer Service Professional, proficient in researching and resolving customer’s problems by utilizing problem solving and communication skills to deliver customer satisfaction. I am also a polished, professional customer service Associate offering:
• Proven experience, providing customer support in busy call center environments for public utility.
• Ability to build productive relationships, resolve complex issues and win customer loyalty.
• Strategic-relationship and partnership

Highlights

· Troubleshooting

· Service and support

· Computer software savvy

· Friendly

· People person

· High standards

· Problem solver

· Critical thinker

Experience

Technobrain BPO

Customer Service Associate

• Handle all incoming customer communication from Company agents & customers through phone, SMS, ticketing system, web chat and emails.

•  Follow up on escalated tickets from Field Sales Associates and provide timely feedback on progress and resolution.

• Update agents & customers on delayed deliveries/and or non-deliveries with clear timelines on expected delivery timelines.

• Identify reasons behind service breakdowns during the customer journey ie returns, agent unavailability, and order cancellations and attempt service recovery by calling affected agents and customers and offering proactive solutions.

• Escalate trouble tickets within the organization if they can’t be solved immediately.

• Conduct customer satisfaction calls for the different projects currently offered by the company.

• Regular calls to new customers to get feedback as well as carry out product education.

• Follow ups on agent & customer issues and ensuring timely to all concerned parties’ feedback on progress and resolution.

• Any other duties as may be given by your Supervisor or Manager.

Horizon Contact Center

Customer service representative

• Prepare and enters required client information/requests into department and database to document customer interaction and resolution

• Attracting potential customers by answering product and service questions; suggesting information about other products and services.

• Answers customer inquiries via phone, email, and in person

• Managing large amounts of incoming calls

• Building sustainable relationships and trust with customer accounts through open and interactive communication

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, keep records of customer interactions, process customer accounts and file documents

HOBBIES

Video Production

Table tennis, Badminton, Pool table

Traveling

Engaging in Yoga Exercise

Listening to music

Swimming

Dancing

Certification

Best overall performer

Quarter 2 2018,

ZukuFiber

President’s Award,

leadership skills

training, Sagana Nyeri

Education & Training
Kisumu Polytechnic College

2011 – 2013

Diploma in Building Construction

University of Nairobi

2007-2007

Certificate in Public Relations

REFEREES

MR. JOE MUCHIRI MWANGI

HUMAN RESOURCES MANAGER

TECHNOBRAIN KENYA LTD

C/o ZUKU FIBRE

+254731969615

MR SAMWEL ODHIAMBO

SUPERVISOR

HORIZON CONTACT CENTRE

MR. TED ABALA ODHIAMBO

PLANET TECHNICAL SOLUTIONS LTD

+254731330796