Customer Service And Marketing Officer Resume Example British Council

CUSTOMER SERVICE AND MARKETING OFFICER

Professional Summary

Competent , Knowledgeable dedicated and experienced customer Service and Marketing professional with extensive experience in international organizations driven to exceed goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.

I am meticulous, resilient and flexible in Handling Diverse issues.

Solid team player with outgoing positive demeanor with proven skills

Excellent Communicator with over 10 years of Customer Service representative Experience addressing customer requests and concerns to provide relevant information and options.

Articulate energetic and result/oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills

Interpersonal Skills
Customer Service and Marketing
Excellent Analytical and organizational skills
Effective Communication Skills
Multitasking skills
Problem Solving and Complaint resolution

Cross Selling and Up selling
MS Office proficiency
SAP expertise
Sales expertise
Service standard compliance

Work History

Customer Service and Marketing Officer, 11/2011 to 04/2019
British Council – Nairobi, Kenya

Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
Responded to customer requests for products, services and company information
Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs
Performed data entry to record call notes, suggestions and questions
Followed up with customers about resolved issues to maintain high standards of customer service
Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
Trained new personnel regarding company operations, policies and services
Educated customers about billing, payment processing and support policies and procedures
Developed, and implemented marketing and advertising campaigns
Maintain promotional materials Inventory
Planning meetings and trade shows
Maintain databases for all customers
Entered customer interaction details in SAP to track requests, document problems and record solutions offered
Maintained up-to-date knowledge of product and service
Applied highly effective selling skills while properly engaging and presenting solutions to customers
Recommended Training Analysis Need to customers, thoroughly explaining details to better understand the product or service they purchase
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Effectively communicated with customers about account changes, new training and exams products or services
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
Provided primary customer support to internal and external customers in fast-paced environment
Assisted 60 to 100 customers in average in a day by answering questions, responding to inquiries and handling telephone requests
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 90%
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge
Liaised with the training and management teams to develop solutions and accomplish shared objectives
Created and maintained detailed database to develop promotional sales
Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating

Examination Officer, 10/2016 to 04/2017
British Council – Nairobi, Kenya

Exam product management and external client management
Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
Managed quality assurance program including on site evaluations, internal audits and customer surveys
Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
Conducted field visits and met corporate customers for business development
Managed logistics operations to meet customer expectations and financial standards and policies

Administrative Assistant, 02/2007 to 10/2011
World Wide For Nature ESARPO – Nairobi, Kenya

Scheduled office meetings and client appointments for team of five Program Coordinators
Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
Monitored al staff work calendar and scheduled appointments, meetings and travel
Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes
Prepared packages for shipment, pickup and courier services for prompt delivery to customers
Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance
Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments
Arranged rapid office equipment repair and maintenance with vendors

Front Office Administrator, 11/2001 to 12/2004
Wananchi Online – Nairobi, Kenya

Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information
Provided clerical support to company employees by copying, faxing and filing documents
Prepared packages for shipment, pickup and courier services for prompt delivery to customers
Received and routed business correspondence to correct departments and staff members
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
Attended professional development courses to maintain current understanding of industry advances in devices and treatment protocols
Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
Managed logistics operations to meet customer expectations and financial standards and policies
Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention
Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele

Education

Associate of Science: Business Management, 06/2012
Kenya Institute of Management - Nairobi

Resume Overview

Companies Worked For:

British Council
World Wide For Nature ESARPO
Wananchi Online

School Attended

Kenya Institute of Management

Job Titles Held:

Customer Service and Marketing Officer
Examination Officer
Administrative Assistant
Front Office Administrator

Degrees

Associate of Science : Business Management , 06/2012

Customer Service and Marketing Officer Resume Example

Resume Score: 80%

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