Sween Gathu, customer care representative

About

Solution-focused, multi-faceted Customer Experience, Merchant Support Specialist and Account Manager demonstrating expertise in building top-performing organizations consistently exceeding revenue and profit objectives within challenging, competitive and volatile markets. Outstanding accomplishments in business start-up, turnaround, and client base management across diverse industries, reinvigorating organizational infrastructure, inventory, technologies, processes and financial measurement systems. Delivered strong and sustainable revenue/income gains with equal expertise in business development through customer engagement and business retention.

Experience

Safaricom Kenya

Oct 2020 – Present

Nairobi kenya

customer experience manager

Referring unresolved customer grievances to designated departments for further investigation. Comparing disputed merchandise with original requisitions and information from invoices and prepared invoices for returned services. Recommending improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. Establishing proper courses of action to ensure that work product was completed to the highest standards of quality, efficiently and on time/within proper time limits. Keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Checking to ensure that appropriate changes were made to resolve customers' problems to improve the customer experience.

pesa pal

Nov 2019 – Oct 2020

Nairobi kenya

merchant support analyst

o Was in charge of managing the company’s business relations with merchants using the CRM systems. o Developed and executed retention strategies as part of the customer success plan for accounts, in conjunction with account managers. o Identified and investigated opportunities to raise to account managers for action and shared insights to aid the sales process. o Served as the primary contact for the on boarding of new customers, the training of platform end users, as well as post activation support. o Followed through on commitments made to customers, o Created and maintained a positive, supportive customer oriented environment for all clients. o Resolved problems raised by merchants by clarifying issues, researching and exploring the company's solutions helping them in an appropriate manner.

Education

Mount Kenya University

May 2017 – Aug 2021

Degree in arts and communication, Arts and communication

Sween Gathu

customer care representative

Skills

Languages