Curriculum Vitae

HAID SOPHIE NJERI

📍 Nairobi, Kenya 📱 +254799444742 ✉️ sophienjesh@gmail.com

PROFESSIONAL SUMMARY

Results-driven Customer Service Specialist with over 5 years of experience in the Telecom, Banking, and BPO sectors. Expert in managing high-volume omnichannel support (Phone, Email, Chat) and maintaining 95%+ CSAT scores. Skilled in CRM administration, technical troubleshooting, and service recovery. Proven ability to meet rigorous SLA targets and ensure 100% KYC/Regulatory compliance in fast-paced corporate environments.

TECHNICAL SKILLS

CRM Systems, Customer Support Platforms, Multichannel Support, Voice Support, Chat Support, Email Support, Social Media Support, Help Desk Systems, Ticketing Systems, Data Entry, Data Management, Technical Troubleshooting, Call Center Software, Order Management Systems, Database Maintenance, Knowledge Base Systems, Quality Assurance, Microsoft Office Suite, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Remote Collaboration Tools, Customer Relationship Management

CUSTOMER SUPPORT SKILLS

Customer Service, Customer Support, Help Desk Support, Live Chat Support, Email Support, Phone Support, Social Media Support, Customer Query Resolution, Issue Tracking, Ticket Management, First Contact Resolution, Customer Onboarding, Product Support, Billing Support, Technical Support, Complaint Handling, Customer Feedback Collection, Service Recovery

SOFT SKILLS

Conflict Resolution, Customer Relations, Problem-Solving, Active Listening, Communication Skills, Time Management, Teamwork, Empathy, Attention to Detail, Stress Management, Multi-tasking, Patience, Adaptability, Professionalism, Interpersonal Skills, Relationship Building, Cultural Sensitivity, Resilience, Emotional Intelligence

PROFESSIONAL EXPERIENCE

Teleperformance / Majorel (BPO)

Customer Service Representative

• Manage a high-volume omnichannel queue for global clients, consistently achieving a 98% First Contact Resolution (FCR) rate.
• Utilize advanced CRM tools to track customer journeys, ensuring all data entry and system updates are 100% accurate.
• Spearhead service recovery initiatives for escalated billing and order management issues, reducing churn by 15%.
• Analyze customer feedback trends to provide actionable insights to the Quality Assurance (QA) team, improving team-wide response accuracy.
• Technical Environment: Salesforce, Avaya Cloud, Zendesk, Microsoft Teams, SQL (Basic Reporting).
• Collaborate with management to provide proactive feedback on tools and service delivery improvements.
• Adhere to corporate security protocols to protect the business environment and colleagues.
• Uphold core company values of integrity, respect, and professionalism in all daily operations.
• Handle critical situations and emotional escalations with professionalism and high emotional intelligence.
• Ensure strict data confidentiality and integrity when handling sensitive client information.

MGAS (Managing General Agent)

Technical Sales Representative

• Orchestrated the end-to-end enrollment lifecycle for new clients, including document verification and technical installation scheduling.
• Resolved complex hardware and service connectivity issues, preventing service cancellations and maintaining high retention rates.
• Partnered with the operations team to refine the customer onboarding workflow, reducing processing time by 20%.
• Technical Environment: Proprietary ERP, CRM Software, Field Service Management Tools.
• Managed stock allocation and tracked customer order and delivery status.
• Provided technical troubleshooting for customer issues and updated account records.
• Handled billing questions and payment issues, explaining charges clearly and processing payments.
• Tracked customer orders to ensure deliveries arrived on time, helping reduce order errors.
• Worked with field service teams to schedule installations and coordinate between customer support and technical operations.
• Attended training sessions and team meetings to stay updated on new products and policy changes.

Safaricom PLC

Direct Sales Agent (Fibre to the Home)

• Executed rapid registration and activation for FTTH (Fibre to the Home) accounts, ensuring strict adherence to data integrity protocols.
• Managed high-priority billing inquiries and account troubleshooting, maintaining a personal customer satisfaction rating of 4.8/5.0.
• Identified upselling opportunities during routine support calls, contributing to a 10% increase in monthly territory revenue.
• Technical Environment: Safaricom CRM, Siebel, MySafaricom App Backend, MS Excel.
• Provided technical support to customers using our products, walking them through troubleshooting steps.
• Updated customer records and account information regularly, keeping everything accurate.
• Taught customers how to use their products properly, explaining features and maintenance.
• Processed payments, updated customer contact details, and kept detailed records of all customer interactions.
• Managed multichannel interactions via voice, chat, email, and social media to deliver outstanding customer experiences.
• Collaborated with technical support, quality assurance, and training teams to share knowledge and improve service.

KCB Bank Kenya Ltd

Customer Relations Assistant

• Facilitated the onboarding of retail banking customers, ensuring 100% compliance with KYC and Central Bank of Kenya (CBK) regulations.
• Processed daily transaction records and prepared end-of-day branch performance reports for senior management.
• Served as the primary point of contact for in-branch complaints, utilizing de-escalation techniques to resolve 90% of issues at the front desk.
• Technical Environment: T24 Core Banking System, MS Outlook, Internal KYC Databases.
• Welcomed guests and accurately managed food and beverage orders.
• Ensured rigorous standards for table settings and service cleanliness.
• Provided expert menu recommendations and answered specific dish inquiries.
• Coordinated with kitchen staff, bartenders, and managers during busy times to manage service flow.
• Processed payments accurately using cash and card, keeping proper records and following all financial and security procedures.
• Helped set up and coordinate events including private parties and corporate functions.

EDUCATION

Unity College of Professional Studies

Diploma in Tours & Travel

Unity College of Professional Studies

Certificate in Tours & Travel

CERTIFICATIONS & ACHIEVEMENTS

• Excellence in Service Award: Recognized for maintaining 100% accuracy in customer records at Safaricom PLC.
• SLA Top Performer: Ranked in the top 5% of the regional workforce for resolution speed at Teleperformance.
• Compliance Certification: Certified in Data Privacy and Corporate Ethics (Internal TP Training).

REFEREES

Samuel Abado
Finance Department, Crown Berger
Phone: +254709887000

Nancy Kibira
Director, Landspace Consultants Ltd
Phone: +254723400465

Rosel Lucy Muthoni
Office Administrator
Phone: +254720224782