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Alfrick Owuor

@alfrickowuor1

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Customer Support Specialist at Booking.com who resolved international booking, billing and account issues.

Kenya

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At Booking.com, I resolved booking, billing and account issues for international customers by phone and email. I consistently achieved 90%+ CSAT, 70%+ first-contact resolution and 95%+ SLA adherence while handling 40+ tickets and calls per day.

At Safari Hotels, I handled order and delivery inquiries, achieving 85%+ CSAT and 60%+ first-contact resolution. At Zealous Arts Productions, I supported event and show bookings, ticket purchases, billing and schedule changes, keeping customer satisfaction at 88%+.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Booking.com

Jan 2023 - Jan 2025 (2 years)

Resolved booking, billing and account issues for international customers by phone and email in a high-volume queue. Consistently achieved CSAT of 90%+, first-contact resolution of 70%+ and SLA adherence of 95%+ while handling 40+ tickets and calls per day.

Zendesk Freshdesk HubSpot Intercom CRM Microsoft Office Google Workspace CSAT FCR AHT SLA Adherence Case Documentation

Customer Support Representative

Zealous Arts Productions

Jan 2022 - Jan 2024 (2 years)

Handled 20+ client and audience inquiries per shift by phone and email on event and show bookings, ticket purchases, billing and schedule changes. Kept customer satisfaction at 88%+ and resolved booking, payment and account issues, with every request recorded and followed up.

Customer Service Phone Support Email Support Booking Management Ticket Sales Billing Account Management Case Documentation

Customer Service Representative

Safari Hotels

Jan 2022 - Jan 2023 (1 year)

Handled 20+ order and delivery inquiries per day in a high-volume remote queue. Achieved CSAT of 85%+ and first-contact resolution of 60%+ through clear follow-up.

Customer Service Order Management Delivery Support CSAT FCR Remote Support