Mollyann Njeri Muruga
Customer Service Experience
Salisbury, Wiltshire,WIL
Summary
Skilled Customer Service Professional with outstanding abilities in handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication, analytical problem-solving abilities, coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Customer Service Experience Lead
Cigna Healthcare International
Nairobi Remote Working - Reporting To Greenock
05.2021 - 05.2023
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Trained, oversaw, and mentored 10 new team members to strengthen performance and job expertise.
- Resolved 70% of customer service issues using company processes and policies and provided updates to customers.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings weekly and training sessions to stay informed about product updates and changes.
- Cooperated closely with other departments to support achievement of customer experience outcomes
- Responded to high volume of incoming calls 50 %, utilizing listening and communication skills to identify customer problems, needs, and opportunities
Senior Customer Service Representative
Cigna Healthcare International
Nairobi
04.2017 - 04.2021
- Resolved concerns with products or services to help with retention and drive sales.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Trained and directed new employees [4- 6] in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Responded to customer calls and emails to answer questions about products and services.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Processed, scheduled and executed customer orders for new and established customers.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of IOH team.
Human Resource Assistant
African Population Health Research Center(APHRC)
Nairobi
11.2013 - 04.2015
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes 20% and coordinated both phone and in-person interviews.
- Organized new employee orientation schedules for new hires.
- Coordinated itineraries and scheduled appointments for human resources staff.
- Analyzed and reported on employee turnover rates to assess reasons and make recommendations for improvement.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures
Education
Associate of Arts - Entrepreneurship And Innovation
Solvay Brussels School of Economic And Management
Brussels Belgium 09.2015 - 10.2016
Bachelors of Commerce - Human Resources Management
Kabarak University
Nakuru Kenya 09.2007 - 11.2010
Skills
Customer relationship
undefinedAccomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Promoted to Customer service experience Team Lead [Complaint team ] for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Certification
Business Analysis Essential Tools and Technique
Tools
MS Office 365
MS Excel
Salesforce
Mainframe
Loom and Webex
Avaya
Additional Information
MY LIFE PHILOSOPHY
It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change.
Charles Darwin
Timeline
Business Analysis Essential Tools and Technique
01-2023
Customer Service Experience Lead
Cigna Healthcare International
05.2021 - 05.2023
Innovate Customer Service Techniques
06-2020
Creating positive conversations with challenging customers.
04-2020
Senior Customer Service Representative
Cigna Healthcare International
04.2017 - 04.2021
Associate of Arts - Entrepreneurship And Innovation
Solvay Brussels School of Economic And Management
09.2015 - 10.2016
Human Resource Assistant
African Population Health Research Center(APHRC)
11.2013 - 04.2015
Bachelors of Commerce - Human Resources Management
Kabarak University
09.2007 - 11.2010
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