Patricia Tendai TENDAI MARUFU

Customer Service Consultant

• Job Details:* Seamlessly resolved over 500 complex customer inquiries per month, improving Nakhlah Food Industries' customer satisfaction ratings by 35%. * Designed a module to automate follow-up process, saving an average of 10 working hours weekly, leading to a notable increase in team productivity. * Trained, mentored, and led a team of 10 junior customer service representatives, resulting in a significant decrease in first call resolution time. * Introduced CRM software usage, reducing average response time relative to email inquiries by half. * Consolidated over 20 customer feedback weekly into reports and made product recommendations that improved user experience by over 25%.

Call Centre Agent

• Job Details:* Managed high volume of inbound calls, achieving 90% first-call resolution. * Processed over 50 service orders daily while maintaining 100% accuracy, effectively reducing return rates. * Streamlined response templates for frequent inquiries, reducing response time and increasing customer satisfaction by 30%. * Successfully upsold add-on products to 35% of customers, hinting on benefits relevant to customer needs.