BrightOwl Loader Loading

Summary

PERSONAL DETAILS

NAME                         : DALPHINE OGWENO

BIRTH                         : 26TH OCTOBER, 1990

ID NO                          : 29703241

NATIONALITY           : KENYAN

STATUS                      : SINGLE

MOBILE                      : +254 717 204 587

EMAIL                         : darlingkhyme@gmail.com

 

PERSONAL PROFILE

  1. Self-motivated and dedicated
  2. Conscientious
  3. Versatile and adaptable
  4. Hardworking, self-disciplined and result oriented
  5. Enthusiastic
  6. Possessing excellent interpersonal communication skills
  7. Ability to relate to well to people at all levels

SKILLS AND COMPETENCE

  1. Excellent communication skills and interpersonal skills
  2. Excellent customer service, planning and reporting framework
  3. Ability to work in a dynamic and multicultural environment
  4. Excellent administrative and super visionary skills
  5. Excellent telephone etiquette
  6. Fluent in spoken and written English/ Kiswahili
  7. Ability to work under minimum supervision
  8. Analytical and time management skills

CAREER OBJECTIVES

I want to constantly expand my knowledge and skills and hence contribute greatly to the betterment of myself, the organisation that I will work for and my country.

ACADEMIC BACKGROUND

Jan 2011-June 2011:             Kings College

                                    Certificate in Computer Applications                                 

2007-2010:               Mariwa High School

Kenya Certificate of Secondary Education

1999-2006:                Infill Academy

Kenya Certificate of Primary Education

WORK EXPERIENCE

June 2011-June 2013: Kings Computers

   Customer Service/ Call and E-mail Support

Duties:

  1. Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
  2. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
  3. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
  4. Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
  5. Research required information using available resources;
  6. Follow standard processes and procedures;
  7. Identify and escalate priority issues per Client specifications;
  8. Redirect problems to appropriate resource;
  9. Accurately process and record call transactions using a computer and designated tracking software;
  10. Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
  11. Organize ideas and communicate oral messages appropriate to listeners and situations;
  12. Follow up and make scheduled call backs to customers where necessary;
  13. Stay current with system information, changes and updates

July 2013-May 2016: Customer Service/ Front desk

  Sameta Limited

Duties:

  1. Resolve customer complaints via phone, email, mail, or social media.
  2. Use telephones to reach out to customers and verify account information.
  3. Greet customers warmly and ascertain problem or reason for calling.
  4. Cancel or upgrade accounts.
  5. Assist with placement of orders, refunds, or exchanges.
  6. Advise on company information.
  7. Take payment information and other pertinent information such as addresses and phone numbers.
  8. Place or cancel orders.
  9. Answer questions about warranties or terms of sale.
  10. Act as the company gatekeeper.
  11. Suggest solutions when a product malfunctions.
  12. Handle product recalls.
  13. Attempt to persuade customer to reconsider cancellation.
  14. Inform customer of deals and promotions.
  15. Sell products and services.
  16. Utilize computer technology to handle high call volumes.
  17. Work with customer service manager to ensure proper customer service is being delivered.
  18. Close out or open call records.
  19. Compile reports on overall customer satisfaction.
  20. Read from scripts.
  21. Handle changes in policies or renewals.

HOBBIES/ INTERESTS

  1. Playing games
  2. Watching movies
  3. Listening to Music
  4. Travelling

REFEREES

  1. SAMUEL OBEGI

KINGS COMPUTERS

DIRECTOR

+254 722 151 471

  1. LYDIA MAUA

SAMETA LIMITED

MANAGER

+254 726 167 041

Experiences

Past Experience

  • Customer Service Representative Nairobi, Kenya
    July 2013 --- May 2016

    July 2013-May 2016: Customer Service/ Front desk

      Sameta Limited

    Duties:

    1. Resolve customer complaints via phone, email, mail, or social media.
    2. Use telephones to reach out to customers and verify account information.
    3. Greet customers warmly and ascertain problem or reason for calling.
    4. Cancel or upgrade accounts.
    5. Assist with placement of orders, refunds, or exchanges.
    6. Advise on company information.
    7. Take payment information and other pertinent information such as addresses and phone numbers.
    8. Place or cancel orders.
    9. Answer questions about warranties or terms of sale.
    10. Act as the company gatekeeper.
    11. Suggest solutions when a product malfunctions.
    12. Handle product recalls.
    13. Attempt to persuade customer to reconsider cancellation.
    14. Inform customer of deals and promotions.
    15. Sell products and services.
    16. Utilize computer technology to handle high call volumes.
    17. Work with customer service manager to ensure proper customer service is being delivered.
    18. Close out or open call records.
    19. Compile reports on overall customer satisfaction.
    20. Read from scripts.
    21. Handle changes in policies or renewals.

  • Technical Support Nairobi, Kenya
    June 2011 --- June 2013

    June 2011-June 2013: Kings Computers

       Customer Service/ Call and E-mail Support

    Duties:

    1. Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
    2. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
    3. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
    4. Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
    5. Research required information using available resources;
    6. Follow standard processes and procedures;
    7. Identify and escalate priority issues per Client specifications;
    8. Redirect problems to appropriate resource;
    9. Accurately process and record call transactions using a computer and designated tracking software;
    10. Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
    11. Organize ideas and communicate oral messages appropriate to listeners and situations;
    12. Follow up and make scheduled call backs to customers where necessary;
    13. Stay current with system information, changes and updates

Personality

Self Assessment :
AdaptabilityAuthenticityCollaborationCommunicativeCharmCreative thinkingCompetitivenessAssertivenessApproachabilityEfficiencyFlexibilityImpulse commandIndependence

Knowledge

Self Assessment :
Data entryData ManagementData AnalysisDatabasesEnglishMarketingMicrosoft OfficeSocial Media MarketingCustomer ServiceTechnical Support

Skills and Expertise

Self Assessment :
Design case record forms Interpret data Report dataAdministrative supportData entry

Education

  • Post Graduate in Computer Applications from Kings College in 2011

Training and Certification

  • Compuer Science in 2015 Certification

Languages

BrightOwl Assessment:
Self Assessment:
English
Professional Proficiency

Work Preferences

  • Positions I am interested in:
    Customer Service Representative Customer Service Assistant Data Reviewer
  • Positions I am NOT interested in:
    Account Executive Account Manager Account Manager - Life Sciences Assistant Professor Assoc. RSU Specialist - Translation Coordinator Associate Scientist associate Clinical Project Manager Assistant Associate Director - Head of Preclinical Immunology - Bacterial Vaccines Associate Director Clinical Operations Bioinformatician Administrative Assistant Biologist Biomedical Scientist BioStatistician Biostatistics Masters graduate BrightOwl Admin Business Development Manager CEO Chemical Analyst Business Consultant Chief Strategy Officer Clinical Data Manager (DM) Clinical Data Reviewer Clinical Development Consultant Clinical Director Europe Clinical Laboratory Technician Clinical Operations Manager Clinical Project Leader Chief Financial Officer (CFO) Clinical Project Manager (CPM) Clinical Research Associate (CRA) Clinical Research Consultant Clinical Trial Specialist (CTS) CMC Project Manager CMC Manager Compliance Manager CSM CSO Engineer Doctoral Researcher Drug Safety Officer Export Business Manager Doctor Field Clinical Engineer Field Clinical Research Specialist Director Regulatory Affairs Field Clinical Specialist Development Manager Field Project Manager Field Service Engineer Global PM GMP Coordinator GMP Operator Global Data Manager Graduate Graphic Designer HR Manager Global Clinical Project Manager (GCPM, GTM)
  • Work From Home:
    No
  • Work Regime:
    BrightOwl freelancer :    45+ Hours per week
  • International:
    Yes

Area / Region

Nairobi, Kenya

Others

Driving License
  • Yes