Karen Chiuta
Kitwe,08
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Care Agent
Power Tools Logistics
Kitwe, Zambia
06.2023 - Current
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Conducted regular quality assessments, ensuring consistent adherence to company standards of excellence in customer care.
- Collaborated with cross-functional teams to identify and address recurring customer concerns.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Data Clerk
Power Tools Logistics
Kitwe, Zambia
01.2019 - 12.2021
- Maintained high-quality data records by consistently updating and organizing information in databases.
- Collaborated with IT department to troubleshoot database issues, ensuring minimal downtime and maximum productivity.
- Provided support during audits by supplying accurate documentation of all processed transactions as needed.
- Facilitated seamless communication between departments by providing accurate ad-hoc reports as requested.
- Enhanced data accuracy by diligently reviewing and correcting discrepancies in reports.
- Prepared detailed reports for management, showcasing trends and insights derived from analyzed data sets.
- Implemented efficient backup protocols, protecting valuable data assets from potential loss due to system failures or hardware malfunctions.
- Sorted documents and maintained organized filing process.
- Secured and protected data from unauthorized access by complying with security protocols.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Collated and organized data entry documents into filing systems for easy access.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Created spreadsheets for more efficient recordkeeping.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Conducted audits of existing data entry processes.
Education
No Degree - Logistics And Transport Management
ZibSip
Kitwe, Zambia12.2023
High School Diploma -
Chibote Girls Secondary School
Kitwe, Zambia12.2018
Skills
- Call center experience
- Typing Speed
- Complaint Handling
- Shipping and Logistics
- Customer Relationship Management
- Conflict Mediation
- Documentation And Reporting
- First Call resolution
- Customer Relations
- Customer Service
- Problem Resolution
- Data Entry
- Teamwork and Collaboration
- Issue and Complaint Resolution
- Computer Skills
- Call Documentation
Certification
- [Area of certification] Training - [Timeframe]
Timeline
Customer Care Agent
Power Tools Logistics
06.2023 - Current
Data Clerk
Power Tools Logistics
01.2019 - 12.2021
No Degree - Logistics And Transport Management
ZibSip
High School Diploma -
Chibote Girls Secondary School