Karen Mwema

About

With a Bachelor’s degree in Nutrition Health and Dietetics from Kenyatta University, I have built a diverse career across customer service, sales, and administrative roles. My journey began as a Receptionist at Kentra Travel and Tours, where I honed my organizational skills. I then transitioned to Biashara Sacco Society Limited as a Customer Care Representative, managing customer accounts and enhancing service delivery. At OnQ Kenya, I advanced to Associate Supervisor, overseeing customer service operations and developing team policies. Currently, I serve as a Customer Service Representative at OnQ, ensuring customer satisfaction through effective communication. My role as a Sales Activator and Promoter at Yellow Moon Company further developed my ability to identify leads and strategize for growth. My career is marked by a commitment to improving customer experiences and driving business success through strategic initiatives and exceptional service.

Experience

• Sales Activator and Promoter · Yellow Moon Company

  Identifying and then researching potential leads and opportunities. Developing existing sales strategies which will generate sustainable growth. Writing accurate sales reports and documentation. Involved in developing sales & pricing strategies. Contacting prospective clients by phone and email. Identifying the customer's needs. Evaluating competitor activity and developing appropriate responses.

• Customer Service Representative · OnQ02-01-2022

  Responsible for managing customer inquiries and providing excellent customer service.

• Associate Supervisor · OnQ Kenya01-01-2022 – 01-01-2024

  Overseeing the daily operations of the customer service team. Onboarding new customer service agents. Creates customer service processes and procedures. Making sure that customer inquiries, complaints, and feedback are handled efficiently. Evaluates socials, email, and chat conversations. Investigates customer service issues as needed. Developing and enforcing policies for the customer service team. Assigning, directing, and reviewing the work of staff members. Conducting performance appraisals for staff members.

• Customer Care Representative · Biashara Sacco Society Limited01-01-2017 – 01-01-2021

  Opening and maintaining customer accounts by recording account information to the system. Recommending potential products and services to management by collecting customer information and analyzing customer needs. Manage large amounts of incoming calls on Sacco products and services. Assist with placement of orders, refunds or exchanges. Compile reports on overall customer satisfaction. Resolve customer complaints via phone, e-mail or social media. Inform customer of their account balances and ensure that members understand their statements well. Promote Biashara Sacco Society Limited service charter by ensuring that it is strictly adhered to. Explaining to customer the different types of loans and credit options that are available. Provide proper security and maintenance of Sacco`s assets.

• Receptionist · Kentra Travel and Tours08-01-2016 – 02-01-2017

  Answering all incoming calls / emails and re-routing them to relevant parties. Meeting and greeting visitors ensuring they are signed in. General administration duties, photocopying, filing etc. Dealing with any enquiries at the reception. Data entry onto internal systems. Ensuring that the reception area is tidy and clutter free.

• Associate Supervisor · OnQ02-01-2022 – 09-01-2024

  Leader of a successful in a leading E-Commerce company

Education

• Kenyatta University (K.U)Bachelor, Nutrition Health and Dietetics

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