ABEL MWIRIGI KARANI
mombasa
Summary
Dynamic Customer Service Advisor with a proven track record at Bamburi Cement, excelling in complaint resolution and customer engagement. Skilled in process improvement and order processing, I enhance customer satisfaction through proactive solutions. An analytical problem solver, I thrive in fast-paced environments, driving service excellence and fostering long-term loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Advisor
Bamburi Cement
Mombasa
11.2024 - Current
- Resolved customer issues within 2 hours, reducing recurrence through proactive measures and process improvements, enhancing customer satisfaction and loyalty.
- Managed customer queries and complaint processes through accurate recording, resolution, follow-up, and feedback to achieve full customer satisfaction.
- Engaged customers by responding to emails within 1 hour, written mail within 24 hours, and answering calls professionally within 3 rings.
- Manage customer expectations for each interaction and ensure adherence to basic service standards set by the business.
- Reduce wait time and serve time by efficient processing of all transactions.
- Processed all sales order transactions accurately according to established procedures.
- Manage the order to cash process by ensuring that procedures are followed with regard to: Receipt of customer purchase orders, confirmation & processing after account status checking as well as correctness of pricing conditions.
- Collaborated with logistics, dispatch, security, and finance teams to streamline operations.
- Monitored for potential fraud and risks to protect company assets.
Contact Centre Supervisor
Bamburi Cement
11.2022 - 11.2023
- Managed day-to-day contact center operations, including inbound and outbound call campaigns and social media engagement, while liaising with operations to ensure smooth workflow.
- Weekly and monthly reporting of KPIs and deliverables.
- Contacted customers to conduct satisfaction surveys and gather product knowledge.
- Maintained inter-departmental rapport with finance, operations, logistics, supply chain, marketing, sales, and technical services to enhance collaboration and improve overall customer experience.
- Conducted regular training sessions and meetings focused on product knowledge, marketing support, system testing, feedback, sales processes, and performance management.
- Training and management of social media tools(whatsapp for business, hoot suite, webchat).
- Executed subcontracting agreements with Omnichannel Ltd to facilitate project progress.
Contact Center Agent
Bamburi Cement
04.2022 - 11.2022
- Handled inbound calls from clients regarding products, transactional queries, and consultation sales during 24-hour shift schedule.
- Conducted outbound calls for sales follow-up, feedback surveys, and upselling new products to enhance client engagement.
- Documented client interactions and managed follow-up communications.
- Delivered subcontracting services for Omnichannel Ltd, aligning projects with client needs to ensure satisfaction.
Trade Operations and Treasury Back-Office officer
Kingdom Bank
04.2019 - 09.2022
- Processed RTGS and SWIFT payments daily, ensuring timely and accurate transaction execution.
- Prepared and processed Trade Finance documents (LCs and Bank Guarantees) to support financing needs.
- Processing of money market deals, borrowings and financial messages from front office.
- Reported daily transactions against CBK (KEPS) balances, maintaining compliance and oversight.
- Attend treasury trainings such as the KEPS migration at KSMS by CBK.
Clearing Operations officer
Kingdom Bank
01.2018 - 04.2019
- Executed clearing operations with precision, focusing on tasks like item loading, cheque verification, and deadline adherence.
- Managed incoming and outgoing cheques, EFTs, and Direct Debits to ensure smooth transaction processing.
- Coordinated with clearing officers at other banks for efficient collection and end-to-end processing with RTGS team.
- Operations of Automated Clearing House banking systems such as Sybrin and clearing modules for the core system.
- Developed innovative solutions for clearing house operations, including cheque serialization and automated monitoring of standing orders and client notifications for Direct Debits.
- Ensured accurate daily reporting of clearing positions to maintain operational efficiency.
- Maintaining a Disaster Recovery Site (DRS) in a different location and regularly conducting live tests from it.
Customer Service internship
Kingdom Bora Bank
09.2017 - 01.2018
- Resolved conflicts between customers and bank through effective communication.
- Enhanced customer experience by delivering tailored solutions to client needs.
- Executed campaigns on new products and advised clients on optimal solutions.
- Increased product awareness by suggesting relevant banking options to clients.
- Making outbound calls and receiving inbound calls.
- Maintaining proper procedures of onboarding, KYC, client privacy, operations and credit requirements.
Education
Bachelors - History and International Studies
Egerton University
01-2017
KCSE - Mean grade B 65 points
Chuka High School
01-2012
Skills
- Customer relationship management
- Complaint resolution
- Customer engagement
- Order processing
- Sales support
- Service-driven sales
- Sales forecasting
- Process improvement
- Analytical problem solver
- Feedback management
References
- Julius Odemba, Head of Contact centres Africa, Ecobank, +254722841138
- Mercy Anyanga, Customer Service Supervisor, Bamburi Cement Plc, Mercy.anyanga@lafarge.com
- Weldon Cheruiyot, Manager Trade and Payments, Kingdom Bank, 0717687892, weldon.cheruiyot@kingdombankltd.co.ke
- Bernard Moseti, Director, Omnichannel Ltd, 0725495036, benard@omnichannelint.com
Timeline
Customer Service Advisor
Bamburi Cement
11.2024 - Current
Contact Centre Supervisor
Bamburi Cement
11.2022 - 11.2023
Contact Center Agent
Bamburi Cement
04.2022 - 11.2022
Trade Operations and Treasury Back-Office officer
Kingdom Bank
04.2019 - 09.2022
Clearing Operations officer
Kingdom Bank
01.2018 - 04.2019
Customer Service internship
Kingdom Bora Bank
09.2017 - 01.2018
Bachelors - History and International Studies
Egerton University
KCSE - Mean grade B 65 points
Chuka High School