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@agattagichuki
Dedicated Customer Support Specialist with a passion for customer happiness.
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.
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Work history, roles, and key accomplishments
Intron
Jan 2024 - Present (1 year 10 months)
Transcribed audio data with 98% accuracy under strict deadlines. Supported team with proofreading and formatting documents.
Call Centre International
Aug 2022 - Present (3 years 3 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.
The Ministry
Oct 2021 - Present (4 years 1 month)
Managed payroll data entry and employee benefits including pensions and allowances. Coordinated HR records and ensured data compliance across multiple teams.
Degrees, certifications, and relevant coursework
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.
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.
Software and tools used professionally
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