Lilian Mugo

Customer Representative Executive at Alzam Auto Repair

Alzam Auto Repair

Feb 2020 - Present -5 yrs, 4 months

Job Details:Exceeded Alzam sales by 20% by providing proactive and effective customer services. Consulted regarding a redesign of the booking system enhancing order in service delivery. Handled successfully 98% phone calls daily thus reducing customer complaints. Achieved 90% customer satisfaction score. Managed to schedule all clients work by giving timelines which helped solve their mechanical problems on time at 90%. Improved customer feedback at 50%. Created, managed and maintained professional work relationships which resulted to increased business opportunities.

American Data Exchange Corporation (ADEC) – EPZ Limited

Nov 2017 - Sep 2018 -10 months

Job Details:Awarded employee of the month for December 2017. Managed to keep the quality of keyed data at 99%. Exceeded the monthly targets by 15%. Introduced and implemented a new CRM system, which decreased customer information pulling time by 100%.

Office of Attorney General and Department of Justice / ICT

May 2014 - Aug 2014 -3 months

Job Details:Resolved customers’ complaints with 95% satisfaction rate. Helped digitize the library management system (LIM) by inputting all the available books into the system.

Philo-Nelgraphics

Oct 2009 - Jan 2011 -1 yr, 3 months

Job Details:Resolved customers’ complaints while identifying problems and took appropriate corrective action, increasing client retention ratio significantly by 60%. Managed to keep the system up-to-date for effective running at 98%. Helped my team members with their tasks in order to meet clients deadline thus improving customer satisfaction at 90%. Developed a written plan on how to reduce customer complaints and fastened customer requests.

Bachelor's Degree in Business Information Technology
Grafins College/Limkokwing University of Creative Technology, Malaysia
Jan 2015
Bachelor's Degree in Business Information Technology
Grafins College
Jan 2011
Diploma in Business Information Technology
Grafins College
Jan 2010
Bachelor's Degree in Professional Computing and Information Technology
Ruiru College of Catering and Management
Jan 2008