James Ngunjiri Murage

CURRICULUM VITAE PERSONAL DATA: MURAGE JAMES NGUNJIRI 1927 NAIVASHA - --Marital Status: Single Date of Birth: 5/October/1995 Gender: Male Country of Origin: Kenya Present Nationality: Kenyan Languages and Fluency Level: Fluent English, Swahili and Kikuyu. EDUCATION: BSc, Agricultural Economics with IT, Maseno University 09/2014 to 04/2021. KCSE, Mary Mother of Grace Secondary 01/2010 to 11/2013 WORK HISTORY: Appointment setter, Outreach toolkit 02/23- Present Manager- Mike Duties Cold calls to potential clients. Data entry of information from clients. Setting up appointments. Technical Assistant, Dudutech Integrated Pest Management Ltd, Naivasha 10/2020-01/2023, Supervisor: Amos Chebet Duties Doing general work as assigned by the supervisor. Assisting the team in filling daily activities. Customer Service Agent, Copia Kenya, Nairobi 02/2020 to 05/2022 Supervisor: Benson Karimi Duties Entered customer interaction details into the sales system to track requests, document problems, and record solutions offered. Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations. Addressed escalated customer service issues sent from sales and service teams to save customer relationships. Maintained accurate and current customer account data with manual form processing and digital information updates. Adapted to new applications and maintained knowledge of current technologies. Applied strong communication and negotiation skills regarding refunds and merchandise exchanges. Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores. Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action. Educated customers on company systems, form completion, and access to services. Contacted customers to return routine and general calls promptly. Facilitated communications through the management of inbound and outbound customer calls. Provided primary customer support to internal and external customers. Recommended products to customers and suggested other options if preferred product was unavailable. Customer Service Assistant, Explore Data Systems, Nairobi 06/2019 to 01/2020 Supervisor: Cyrus Waithaka Duties Establish, develop and maintain positive business and customer relationships. Expedite the resolution of customer problems and complaints to maximize satisfaction. Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services. Present, promote and sell products/services using solid arguments to existing and prospective customers. Offered basic technical support for clients on a wide range of company products. Managed 20+ incoming calls each day with utmost professionalism and knowledgeable service. Collected customer feedback and made process changes to exceed customer satisfaction goals. Organized data on current trends and prepared presentations for senior leadership to highlight areas of strength and opportunities for improvement. Maintained accurate and current customer account data with manual forms processing and digital information updates. Described services' highlights and benefits to help guide purchasing decisions. Processed service payments and adjusted customer accounts to maintain current system data. Capitalized on upsell opportunities by suggesting best-fit offerings from available company products and services. Logistics Assistant, Overlook Ventures Limited, Nairobi 01/2019 to 05/2019 Supervisor: Simon Miyare Duties Communicating with carriers and suppliers to ensure that all shipments are delivered on time Coordinating with office staff to schedule deliveries. Performing clerical tasks such as maintaining records of shipments, updating databases of inventory, and filing paperwork TRAINING AND PROFESSIONAL DEVELOPMENT: Business Analysis and Data Statistics, Udemy 03/2022 – 09/2022.