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Irene Mrunde

client relations ,adminstrative assistant ,virtual assistant,call center ,sales and marketing

Kenya, nairobi

Jobs icon orange 94ffd87093b83fdc9b67fa7b732ea8f8d8497b2b085da866c84175ac8f48105e Administrative support

Hourly rates
Hourly rates:

Administrative support 11 $/h

Availability
Availability 52405b7fe82d58b5c76ac24116a798b0a1dcc3d23bb0e96e9b10c6ab4b8fb120 Availability
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Personal overview a903669942842580f4fb808c443ab44de30e350b21c79f5bad5b7c9f859f0546 Personal overview

I have over 8 years experience in customer service and administartion .I have worked as a virtual assistant my aim is deliver my best work

Services 1edd4c5f900b5ecd2370e87757f7478f0b460b473652f1ef79caddb8e8383a13 Services

Administrative support

11 $

Skills f46992aed5c0fe99c7ce1120d137ab37ce3e1d178b5a63264d1f2571be3b4ce5 Skills
adminstrative Assistant call center sales and marketing virtual assistant social media marketer online writer
Languages e663067db13cf192c0fa7357a84e0a0c164feeb28a348dfcf6a0a8efeed9fe9a Languages
History c41e85eada801ce55dfb0ec744f0e0e0f1a8edf53c127fe985a0266b4ed6d082 Professional history

CUSTOMER RELATIONS TEAM LEAD & SALES MARKETING CORDINATOR at ISUZU EAST AFRICA

Kenya, nairobi

From January 2017 to present

Manage customer calls and engage customers on multiple channels.  Identify and assess customers’ needs to achieve satisfaction.  Provide product and service information to customers.  Generate sales leads on multiple channels.  Route calls to appropriate support resources.  Supervise the call center agents attached to Isuzu EA (KCI).  Communicate as per the company’s communication procedures, guidelines and policies.  Recognize, document, and track trends in customer calls.  Carry out post sales and service satisfaction follow-up (PSFU) to Isuzu EA customers  Conduct annual mystery shopping surveys. ACHIEVEMENTS  Successfully wrote and pitched an English script for in bound and out bound call center as well as aftersales script which was effected.  Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials.  Successfully pitched a monthly re

CUSTOMER SERVICE & TELESALES SUPERVISOR at WANDA MOBILE ORGANISATION

Kenya, nairobi

From December 2016 to May 2017

Direct team of 20 to achieve service initiative objective and maximize customer satisfaction; successfully process 1,000+ orders monthly.  Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks.  Manage monthly customer service and shipping metrics; evaluate error rates, call volumes, and customer complaints, and develop and implement plans to correct deficiencies in service.  Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service.  Strengthen relationships with key internal staff across shipping, manufacturing, and quality assurance departments to optimize customer service processes and procedures.  Review and approve return goods authorizations (RGA), and communicate product issues to production managers and quality assurance teams.  Writing reports analyzing the customer service that your organization provides.  Improving customer service procedures, policies and standards for your organization or department.  Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.  Meeting with other managers to discuss possible improvements to customer service. ACHIEVEMENTS  Successfully created and pitched the Standard Operating System for the customer service department which was implemented  Improved the efficiency of customer service department 20% by providing both training for new hires and setting up training materials.  Streamlined customer service department operations by introducing a series of rigorous training sessions.  Wrote an employee’s manual on the Dos and Don’ts of customer service provision for new employees.  Participated in a booklet writing on appropriate responses to customers’ questions as part of the training manual used as part of the new employee training process.

Education 2268d1971e94f9385bb533fadbb84d9a6ca967c84cee440ca10ab65d57d60a2c Education

Studying at East Africa School of Journalism

Completed jobs 617b79560321047668b6ed1a89bb358dd2519518e7e52e59a322df4373b3a518 Completed Jobs

Number of completed jobs: 0

Clients:


Job title Client Budget Job Post Expires Status
Customer Admin Support Daiwa House Group(DHG) $ 3500 06/07/2019 Closed
I need a professional writer for numerous technical projects Jeff Smith $ 800 07/07/2019 Closed

Job title Client Budget Deadline

Job title Client Budget Duration Rate/Review