Open to opportunities

Adlyne Faith

@adlynefaith

Message

I lead BPO customer support teams and resolve complex customer issues.

Kenya

Message

What I'm looking for

I'm looking for a customer support or operations role where I can lead and coach teams, improve service quality and customer satisfaction, manage escalations, and contribute effectively in a collaborative remote or fast-paced environment.

At CCI Global, I managed daily operations for 52 customer service representatives in a high-volume BPO environment, coaching performance and monitoring quality, productivity, service level, attendance, AHT, and customer satisfaction.

I've progressed from Customer Service Representative to Team Captain and Team Manager, supporting phone, email, chat, escalations, onboarding, and employee development. I was also trusted to serve as Acting Operations Manager during management absences.

Across more than five years in customer service, I've resolved customer concerns with empathy, active listening, and practical problem-solving while consistently meeting operational and service targets.

I'm comfortable working remotely and collaborating across distributed teams using Freshdesk, Slack, Google Workspace, Microsoft Office Suite, Zoom, and CRM systems. I bring a customer-first mindset, clear communication, and reliable documentation to fast-paced support operations.

Experience

Work history, roles, and key accomplishments

Current

Freelance Customer Support Specialist

Current

Freelance

Jan 2025 - Present (1 year 7 months)

Provided remote customer support for clients through email and chat, managing inquiries with professional communication and timely follow-up. Maintained accurate customer records and ensured positive customer experiences.