MARGARET KALUNDA
Summary
Flexible customer service team member with 5 years of professional experience, focused in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and organizing documentation. Offers helpful answers and relevant information to retain business.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Advisor
National Bank of Kenya
09.2020 - Current
- Assisting customers with varying questions using product knowledge and service expertise.
- Escalating complex issues in line with internal best practices for swift resolution.
- Maintaining customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Managing high-volume customer queries simultaneously through effective multitasking.
Economic Intern
National Treasury
Nairobi
05.2017 - 09.2017
- Assisted in the Public Debt Management Directorate with research, data analysis and report writing.
- Evaluated economic data to evaluate impact of existing monetary and fiscal policies.
Education
Bachelor of Arts - Economics
Maasai Mara University
Kenya 09.2014 - 11.2018
Skills
- Lead generation
- Microsoft Office Suite
- Complaint resolution
- Excel proficiency
- Outstanding customer service
- Regulatory compliance
- Customer retention tactics
- Data confidentiality
- Adaptive team player
- Call center experience
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References
- Maurice M. Kiilu, Customer Experience & Service Quality Manager, National Bank, 0721888436
- Joy S. Shitakule, Card Production, Central Cash Manager, National Bank, 0723608635
Certification
Omnichannel International- Service Recovery Training
Timeline
Customer Service Advisor
National Bank of Kenya
09.2020 - Current
Economic Intern
National Treasury
05.2017 - 09.2017
Bachelor of Arts - Economics
Maasai Mara University
09.2014 - 11.2018
Omnichannel International- Service Recovery Training
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