Lawrence Njenga, I'm a detail-oriented and highly motivated Senior Customer Support Representative.

About

Detail-oriented and motivated Senior Customer Service Representative with extensive frontline and supervisory experience. Proven track record in analyzing customer feedback to identify improvement opportunities and implement effective process improvements. Committed to leveraging technology and data-driven insights to boost customer satisfaction and operational efficiency.

Experience

First Impression Staffing

Aug 2023 – Oct 2024

Clarksville, MD

Team Lead

- Supervised and mentored a team, providing guidance, feedback and performance evaluations. - Developed and delivered training programs for new hires and provided ongoing coaching for current team members to enhance skills and performance. - Handled complex customer issues, conflicts, complaints, and escalations, ensuring prompt and satisfactory resolutions. - Monitored and evaluated customer interactions to ensure adherence to company standards and identiﬁed areas for improvement. - Analyzed support processes and workﬂows, recommended enhancements to increase eﬃciency and implemented best practices. - Scheduled shifts and managed staﬃng levels to ensure adequate coverage during peak times. - Gathered and analyzed customer feedback to identify trends and areas for service enhancement. - Worked closely with other departments to address customer needs and contributed to company-wide initiatives. - Handled data entry, confidently entering, editing, manipulating, and verifying data with precision and efficiency, ensuring accuracy and integrity.

Freight Xpress

Jun 2022 – Jul 2023

Plano, TX

Senior Customer Support Representative/Dispatcher

- Managed the daily operations of the customer support team, ensuring eﬃcient handling of customer inquiries and logistics-related issues. - Recruited, trained, and mentored customer support associates, fostering a culture of continuous improvement and high performance. - Addressed and resolved high-priority and complex customer issues related to shipments and deliveries and logistics, ensuring timely and effective solutions. - Utilized customer feedback and data analytics to identify key trends and implement actionable improvements to service delivery. - Coordinated with logistics, warehousing, and transportation teams to address customer concerns, handled and streamlined dispatch operations, and enhanced overall service effectiveness. - Eﬃciently managed team resources, including scheduling and workload distribution, to meet ﬂuctuating demands and ensure consistent service levels.

Rafiki African Imports

Jan 2020 – May 2022

Woodstock, MD

Technical Support Associate

- Provided timely and effective assistance to customers via phone, email, and chat. - Identiﬁed and resolved customer issues, complaints, and inquiries, ensuring accurate and satisfactory outcomes. - Maintained comprehensive knowledge of products, services, and company policies to provide informed support and guidance. - Documented interactions and transactions, including details of inquiries, complaints, and comments, as well as actions taken. - Delivered exceptional customer service by actively listening, showing empathy, and maintaining a positive attitude. - Gathered customer feedback and relayed insights to relevant departments to contribute to service and product improvements. - Applied problem-solving skills to address customer concerns effectively and found creative solutions to complex issues. - Worked collaboratively with team members and supervisors to achieve team goals and share best practices. - Generated and managed content for the company blog via a content management system, for the newsletter and social media.

Education

USIU-Africa

Jan 2008 – Aug 2012

Bachelor of Science (BSc), International Business Management

Lawrence Njenga

I'm a detail-oriented and highly motivated Senior Customer Support Representative.

Skills

Languages