Rachael Wamae

Customer Experience Executive at Safaricom PLC
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Contact Information
us****@****om
(386) 825-5501
Location
Kenya, KE
Skills

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Bio

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Credentials

  • IT Service Desk: Customer Service Fundamentals
    LinkedIn
    Dec, 2022
    - Nov, 2024
  • Creating Positive Conversations with Challenging Customers
    LinkedIn
    Jun, 2022
    - Nov, 2024
  • Stay Lean with Kanban
    LinkedIn
    Jun, 2021
    - Nov, 2024
  • Creating Personal Connections
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • How to Work Smarter, Not Harder: Save Time and Money and Increase Productivity
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Interpersonal Communication
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Quality Standards in Customer Service
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Cert Prep: Scrum Master
    LinkedIn
    Feb, 2021
    - Nov, 2024
  • Listening to Customers
    LinkedIn
    Feb, 2021
    - Nov, 2024
  • Building Accountability into Your Culture
    LinkedIn
    Jan, 2021
    - Nov, 2024
  • Building Rapport with Customers
    LinkedIn
    Jan, 2021
    - Nov, 2024
  • Critical Thinking
    LinkedIn
    Jan, 2021
    - Nov, 2024
  • Customer Service: Handling Abusive Customers
    LinkedIn
    Jan, 2021
    - Nov, 2024
  • Improving Your Judgment for Better Decision-Making
    LinkedIn
    Jan, 2021
    - Nov, 2024

Experience

  • Safaricom PLC
    • Kenya
    • Telecommunications
    • 700 & Above Employee
    • Customer Experience Executive
      • Apr 2017 - Present

       Managing and handling customers’ complaints.  Giving customer feedback to the relevant teams.  Answering to customers enquiries via calls.  Escalating customer issues to the relevant support team.  Documenting customer interaction for future references and analysis.  Working with fellow colleagues in various other activities to promote the brand  Managing and handling customers’ complaints.  Giving customer feedback to the relevant teams.  Answering to customers enquiries via calls.  Escalating customer issues to the relevant support team.  Documenting customer interaction for future references and analysis.  Working with fellow colleagues in various other activities to promote the brand

  • Equity Bank Limited
    • Financial Services
    • 700 & Above Employee
    • Relationship Officer
      • Oct 2015 - Apr 2017

       Handling customers’ inquiries via telephone.  Managing and resolving customers’ complaints.  Providing customers with products and services information by clearly explaining procedures, answering questions and proving information.  Identifying and escalating priority issues where necessary and following up on customers concerns.  Documenting all customers’ interaction information according to the set procedures.  Maintaining and improving quality results by adhering to standards and guidelines Show less

  • Equity Bank Limited
    • Financial Services
    • 700 & Above Employee
    • Relationship Officer-cash
      • Apr 2010 - Feb 2014

       Processing payments and receiving deposits.  Paying out petty cash and processing supporting documents.  Paying out cheques.  Reconciling daily transactions.  Making money transfers.  I also served at customer service desk, account opening and alternative business channel (ABC) desks.  Actively participated in marketing bank products to existing and potential customers.  Acted as the branch secretary and assisted in taking minutes during branch meetings.  During my vacations in Campus I also worked with Ngara branch as a teller hence gaining more than 2 years’ experience for the role Show less

Education

  • University of Nairobi
    Bachelor of Arts - BA, Economics and sociology
    2011 - 2015
  • summit institute of professional studies
    cpa, cpa finalist
    2012 - 2015
  • University of Nairobi
    2011 - 2015

Community

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