Patrick Gitau Email & Phone Number

Nairobi, Kenya

1) Customer Experience● Reviewing customer interactions by gathering feedback from customers and recommending areas of improvement.● Retaining and improving sales by resolving concerns with products or services.● Cultivating customer loyalty by promoting repeat business and improving sales.● Identification of customer needs and clarification of issues to provide solutions2) Database Management● Keeping records of all inbound and outbound calls in the company's database ● Documenting any issues raised by clients to create a buffer for future reference● Analysis of call-center data and prepare reports on the same3) Relationship Management● Developing and sustaining solid relationships with customers to encourage repeat business● Developing in-depth knowledge of customer products and services to make suitable recommendations based on customers' needs and preferences● Handling customer grievances

Nairobi, Kenya

1) Customer Excellence● Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.● Escalated critical customer issues to supervisor immediately to avoid loss of revenue.● Established and monitored customer service standards by employing recognized and comprehensive benchmarks.2) Reporting● Tracked results of various customer interactions by gathering feedback from customers and recommending areas of improvement.● Submitted reports to management outlining calls made, queries received and issuesresolved and updating KPI reports.3) Team Management● Planned and conducted training for team members● Monitored and managed Customer Service Representatives

Nairobi, Kenya

● Monitored accounts for compliance with established payment plans and flagged non- compliances.● Counseled debtors on payment options and arranged installment agreements.● Recorded all information regarding financial status of customers.● Managed legal invoice processing for litigation.● Discussed options with delinquent clients in terms of proposed solutions.

Nairobi, Kenya

● Provided primary customer support to internal and external customers.● Answered customer telephone calls promptly to avoid on-hold wait times.● Cultivated customer loyalty, promoted repeat business and improved sales.● Responded to customer requests, offering excellent support and tailored recommendationsto address needs.

Kenya

● Supervised customer service metric requirements for each team member.● Maintained accurate and current customer account data with manual forms processing anddigital information updates.● Maintained 85% conversion rate on turning incoming calls into scheduled appointments.● Resolved concerns with products or services to help with retention and drive sales.● Built strong relationships with field operations team to support business development opportunities and improve service.● Professionally answered 98% calls daily for Airtel Kenya.