beracah wamuyu
@beracahwamuyu
Customer Service Specialist at Teleperformance KE resolving order issues and supporting customers across email and chat.
KenyaWhat I'm looking for
At Teleperformance KE, I manage customer inquiries about order tracking, product questions, returns, and escalations. I support order placements, refunds, and exchanges, and resolve delivery issues involving delays, payments, and disputes.
I maintain a first response time under two minutes while meeting SLA requirements. I also train and mentor new team members on ticket management and customer service practices.
At Alpha Enterprise, I assisted customers with product selection, recommendations, payments, and purchase records. As a Transcriptionist at Ai Media, I transcribed and proofread audio and AI-generated transcripts across a range of English accents and subject areas.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Teleperformance KE
Jan 2025 - Present (1 year 8 months)
Managed 150+ daily inquiries via email including order tracking, product questions, returns, and escalations. Maintained first response time under 2 minutes, met SLA requirements, and trained 10-15 new team members.
Sales Assistant
Alpha Enterprise
Jan 2023 - Jan 2025 (2 years)
Assisted customers in selecting products, provided product information and recommendations, handled inquiries and complaints, and managed administrative tasks including payments and cash handling.
Transcriptionist
Ai Media
Jan 2022 - Jan 2024 (2 years)
Transcribed recorded audios of lectures, seminars, corporate videos, and YouTube videos. Worked with various English accents and followed style guides including clean read, verbatim, and legal transcription.
Education
Degrees, certifications, and relevant coursework
Kenyatta University
Bachelor's Degree, Gender and Development
Bachelor's Degree in Gender and Development from Kenyatta University, completed in 2022.
BrighterMonday
Soft Skills Training, Soft Skills
Completed soft skills training with BrighterMonday.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
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