Open to opportunities

Agatta Gichuki

@agattagichuki

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Dedicated Customer Support Specialist with a passion for customer happiness.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth in a collaborative environment.

I am a dedicated Customer Support Specialist with over two years of experience delivering responsive, empathetic, and tech-savvy support in fast-paced environments. I have a proven track record of improving customer satisfaction and reducing handling time, known for my ability to drive customer happiness and retention through high-quality, scalable support.

In my previous role as a Customer Service Agent at Call Centre International, I provided live chat and email support to over 150 customers daily, achieving a 95% satisfaction rate. I successfully reduced average handling time by 15% through the implementation of streamlined ticketing strategies and improved customer loyalty by 30% by effectively handling escalations and special requests. My analytical skills have allowed me to identify trends in customer service data, leading to impactful process changes.

Currently pursuing a Bachelor in Cooperative Business, I am eager to support innovative companies by leveraging my skills in CRM systems, conflict resolution, and multichannel communication. I thrive in collaborative environments and am committed to continuous improvement in customer service.

Experience

Work history, roles, and key accomplishments

Transcription Specialist

Intron

Jan 2024 - Present (1 year 6 months)

Transcribed audio data with 98% accuracy under strict deadlines. Supported team with proofreading and formatting documents.

Transcription Proofreading Data Entry Quality Assurance Document Management

Customer Service Agent

Call Centre International

Aug 2022 - Present (2 years 11 months)

Delivered live chat and email support to 150+ customers daily with a 95% satisfaction rate. Reduced average handling time by 15% by implementing streamlined ticketing strategies.

Live Chat Support Email Support CRM Systems Conflict Resolution Data Analysis Ticketing Systems Customer Satisfaction Troubleshooting Data Entry

Administrative Assistant

The Ministry

Oct 2021 - Present (3 years 9 months)

Managed payroll data entry and employee benefits including pensions and allowances. Coordinated HR records and ensured data compliance across multiple teams.

Payroll Processing Data Entry Data Compliance Employer Benefits Records Management Coordination Team Collaboration

Education

Degrees, certifications, and relevant coursework

The Cooperative University of Kenya

Bachelor in Cooperative Business, Cooperative Business

Currently pursuing a Bachelor's degree in Cooperative Business. This program focuses on the principles and practices of cooperative enterprises, preparing students for leadership roles in the cooperative sector.

The Cooperative University of Kenya

Diploma in Cooperative Management, Cooperative Management

Completed a Diploma in Cooperative Management, gaining foundational knowledge in managing cooperative organizations. The curriculum covered various aspects of cooperative operations and administration.