GERALD NYANGINJA

Experience

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  Startimes kenya media

  Dec 2014 - Jul 2015

  Customer Care Executive/Aftersales Agent

  My responsibilities/duties were...• To provide excellent customer service in sales and after-sales situations• To respond to general customer inquiries and complaints in a timely manner and to resolve issues to satisfaction of customer based on company policy• Accurately respond to questions and assist customers with product features, installation, setup, troubleshooting and hardware operations• Assist customers with their billing and payments needs and accepting payments• Sell multiple entertainment products and services as well as hardware systems and accessories• Maintaining a professional appearance, behavior, and conduct• Effectively work with peers in a team focused environment• Perform other duties as required Show less

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  Horizon Contact Centers Ltd

  Aug 2015 - Jun 2017

  • Participating in design of call monitoring formats and quality standards.• Performing call monitoring and provides trend data to site management team. • Uses quality monitoring data management system to compile and track performance at team and individual level. • Performs monitors of customer care email responses. • Participating in customer and client listening programs to identify customer needs and expectations. • Providing actionable data to various internal support groups as needed. • Coordinates and facilitates call calibration sessions for call center staff. • Provides feedback to call center team leaders and managers. • Prepares and analyzes internal and external quality reports for management staff review. • Performing other duties as assigned and offering trainings on new product to the agents Show less •Responding to customers enquiries on all social media platforms, voice calls and emails. •Assisting customers with finding suitable product and services •Handling payments and processing returns, refunds and exchange •Dealing with customers feedback, concerns, and complaints •Identifying, escalating priority issues and reporting to high-level management. •Developing good rapport with customers, with an upbeat and positive attitude •Offer solutions when dealing with stressful situations and emergencies Show less

  • Quality Analyst/Trainer

    Oct 2016 - Jun 2017

  • Customer Service Executive HCC

    Aug 2015 - Sept 2016
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  Safaricom PLC

  Jul 2017 - now

  -Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.-Resolving customer complaints or issues in a timely and efficient manner.-Providing information to customers about products or services.-Documenting customer interactions and transactions in a call center software or CRM system.-Meeting or exceeding performance goals, such as call handling time or customer satisfaction.-Keeping current with company and industry-related information to ensure accurate information is provided to customers.-identifying and escalating complex customer issues to a supervisor or manager as needed.-Following up with customers to ensure their needs were met.-Participating in training and development programs to improve skills and performance.-Maintaining and improving quality results by adhering to standards and guidelines Show less

  • Fraud Detection Officer L300

    Aug 2023 - now

  • Customer Experience Executive

    Jul 2017 - now