Open to opportunities

Alicia User

@aliciauser6

Message

I resolve high-volume customer issues and strengthen client communication.

Kenya

Message

I've supported client accounts at Externalize and Snappy CX, resolving service concerns, maintaining accurate HubSpot and Salesforce records, and helping keep communication responsive and consistent.

Previously, I handled high volumes of inbound and outbound calls at CCI Kenya, resolved complaints, trained new hires, and supported customer retention. I also built prospect relationships at Hodi through calls, emails, outreach, and accurate CRM management.

Experience

Work history, roles, and key accomplishments

Current

Operations and Client Support Specialist

Current

Externalize and Snappy CX

Jan 2025 - Present (1 year 7 months)

Served as a point of contact for client accounts, resolving service concerns and ensuring smooth, responsive communication. Collaborated with client facing teams to align messaging and maintain accurate CRM records.

HubSpot Salesforce CRM Customer Support

Current

Client Communication Coordinator

Current

Freelance

Jan 2024 - Present (2 years 7 months)

Reviewed business communication using structured, rubric based evaluation to help professionals deliver clear, customer friendly messaging. Supported client documentation and reconciliation processes.

Documentation Evaluation

Business Development Representative

Hodi

Dec 2023 - Nov 2024 (11 months)

Communicated daily with prospects through calls, emails, and outreach, building rapport and addressing questions and objections. Managed CRM systems and collaborated with the sales team.

Salesforce HubSpot CRM Outreach

Customer Care Representative

CCI Kenya

Jun 2022 - Nov 2023 (1 year 5 months)

Handled a high daily volume of inbound and outbound calls, providing consistent, top tier customer support. Resolved customer complaints efficiently and trained new hires on service protocols.

CRM Customer Support Training