Juliah Wakio Mwandaghina
Profile & Portfolio
Customer Service Representatives
As a seasoned Customer Success professional with 9+ years of experience, I have a proven track record of driving business growth, optimizing revenue streams and delivering exceptional customer experiences. My experience spans across various industries, including Fintech, Health, Insurance, e-commerce, and solar energy, where I have developed a unique set of skills that enable me to navigate complex challenges and deliver results in Customer Support.
Throughout my career, I have honed my skills in Customer Relationship Management systems, including ERP, Freshdesk, and Zoho . I have experience with various communication and collaboration tools such as Zoom, Microsoft Teams, Skype and Google Meet. Additionally, I have expertise in analytics and reporting tools such as Zendesk, Looker and Tableau, which allows me to track customer engagement, Customer Support, Customer Retention, Customer Service Management, and interpersonal skills.
Experience
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Copia Kenya
Customer Care Associate - February 2022 – May 2024 -
Handled all incoming or outgoing customer communication through phone, SMS, Freshdesk ticketing system, web chat, and emails.
Updated Agents & Customers on delayed deliveries with clear timelines.
Identified reasons behind service breakdowns and attempted service recovery by offering proactive solutions.
Maintained and updated accurate records of customer interactions and inquiries.
Prospected, upsold, and cross-sold products based on customer needs to boost revenue.
Managed and maintained strong relationships with customers to increase satisfaction.
Maintained a customer win-back rate of 95% for the entire duration of employment.
Received the best caller of the trimester award out of 65 other associates in the department, based on quality calls and customer satisfaction. -
Sun King Solar, Greenlight Planet Kenya, Nairobi, Kenya
Customer Service Executive - March 2019 - September 2021 -
Managed social media pages by updating accounts and responding to inquiries or complaints.
Ensured proper handling of potential leads and followed up to close sales.
Pitched products to both existing and new customers.
Kept records of customer interactions using the CRM system.
Responded promptly to customer inquiries and explained complex products or services.
Managed incoming calls and provided accurate, relevant information.
Supported customer queries and complaints, providing appropriate solutions within SLAs.
Key Achievements:
Consistently overachieved set KPIs with a minimum utilization of 90%.
Mentored 15 colleagues, helping them improve performance through training. -
iDEON Limited, Nairobi, Kenya
Call Center Agent (Collection Specialist) - August 2018 – February 2019 -
Made outbound and received inbound calls to collect payments.
Created repayment schedules based on customers’ financial situations.
Reviewed and monitored assigned accounts, ensuring accurate information.
Key Achievements:
Surpassed the monthly target collection by 93%, becoming the best collector of the year 2018-2019. -
Signet, Kenya Broadcasting Corporation, Nairobi, Kenya
Customer Service Officer / Call Centre Assistant - January 2015 – June 2018 -
Answered telephone calls and directed customers to relevant officers.
Resolved product or service problems by clarifying the customer’s complaint and expediting corrections.
Provided feedback and addressed customer issues verbally or in writing.
Reduced customer complaints by 80% through a dedicated complaints handling template.
Education
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Credit
Multimedia University8th July, 2008- 16th Feb, 2012 -
Diploma in Mass communication
Skills
- Call Center Administration
- Client Communication
- Customer Engagement
- Customer Insight
- Customer Relationship Management (CRM)
- Customer Service Management ERP Software
- Customer Service Operations
- Customer Service Training
- Customer Support
- Customer-Focused Service
- Data Entry
- Freshdesk
- Oral Communication
- Phone Management
- Product Demonstration