About

I am a keen to detail professional with experience in customer service, sales and marketing, data entry and team leader. I am confident of my ability to offer excellent time management skills, great attention to detail and proficiency in the performance of all tasks assigned to me.

Skills

  • Virtual assisting.
    6
  • Transcribing
    7
  • English
    10
  • Swahili
    10

Experience

Gayalwa Musimbi

Work experience
  • Monitoring agent’s calls by reviewing emails for accuracy of information and call handling standards with solutions to customers.
  • Sharing daily contact Audit Report, with recommendation
  • Checking all process compliance and ensure customer education / frontline retention is done
  • Delivering coaching feedback to agents on call and email performance by providing Supervisors and the Manager with regular performance feedback on the agents.
  • Agents feedback, couching and monitoring to ensure Quality is maintained
  • Updating Knowledge portal for quick reference by agents on basic trouble shooting
  • Having regular Quiz on random skillset/areas to identify training need
  • Refresher training on agent failing random quiz
  • Interpreting data, analyzing results using statistical techniques and providing way forward reports
  • Sharing daily report/ recommendation on emerging trend
  • Notify trainers to update training module
  • Generating and distributing management Synopsis reports (periodic and ad hoc) in an accurate and timely manner
  • Providing customer support and assistance in issue troubleshooting and resolution

Gayalwa Musimbi

Work experience
  • *Assist customers understand different services that Airtel offers.
  • *Explain how to subscribe and use Airtel services.
  • *Assist customers to resolve technical and network issues affecting them.
  • *Raise tickets for queries that need technical support.

Gayalwa Musimbi

Work experience
  • * Verifying water meters in Kajiado county.
  • * Entering the data of the actual meters available.
  • * Getting the locals comments and recommendations in regards to the water situation in the county.

Gayalwa Musimbi

Education
  • Skilled in navigating MS suite, the Internet and Emails.

Gayalwa Musimbi

Work experience
  • * Picked out consistent or recurring problems about product and services and forwarded to the team manager
  •  Ensured customer queries were well investigated and resolved.
  •  Making weekly and monthly report on issues handled.
  •  Making Weekly shift for my team.
  •  Sending Bulky SMS to customer regarding our promotions and daily games.
  •  Training my colleagues on the product and making responses for them.
  •  Assisted in crediting players accounts with bonuses.
  •  Maintained a professional strong working relationship with internal and external customers, customer
  • service management and colleagues.

Gayalwa Musimbi

Work experience
  • February, 2017 - December, 2017
  • Fulltime
  •  Receiving and making calls (inbound and outbound calls)
  •  Answered and responded customers queries via chats, e-mails and social media.
  •  Make hourly report on issue handled
  •  Provided product and service information to assist customers in making decisions about the markets that the
  • site offered.

Gayalwa Musimbi

Work experience
  • Advanced to increasingly responsible positions, culminating in management role with oversight for a fullservice delivery, directed 5 employees and managed sales, sending reports, and paying them. Maintained high
  • standards in sales.

Gayalwa Musimbi

Work experience
  •  Providing product and service information to assist customers in making decisions about the product.
  •  Assist in locating products.
  •  Answered and responded to customer inquiries on the products.
  •  Took client orders and sold available products.
  •  Displayed products in a pleasing and attractive manner.

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