Open to opportunities

beryl Achieng'

@berylachieng1

Message

Senior customer service specialist delivering empathetic, high-volume support across calls and digital channels.

Kenya

Message

What I'm looking for

I’m looking for a customer-service role where I can manage high-volume inbound/outbound calls and digital support, de-escalate effectively, maintain accurate CRM records, and drive measurable customer satisfaction improvements in a fast-paced team.

I’m a customer-focused Call Center & Customer Service Specialist with over 5 years of experience handling high-volume inbound and outbound calls, emails, chat, and social media channels. I resolve customer concerns consistently and empathetically, while maintaining accurate CRM records and meeting performance targets.

At YellowPages Kenya, I improved customer satisfaction by 20% through timely, effective resolutions and dependable follow-through. I also partnered with marketing to translate customer feedback into actionable service improvements, and I maintained clean, streamlined CRM data to support team efficiency.

From Horizon Contact Center, I strengthened first-call resolution by delivering accurate information, adhering to SLAs, and escalating complex issues when needed. I’m known for de-escalation, active listening, problem solving, and using contact center tools to deliver quality service in fast-paced, target-driven environments—on-site and remotely.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Specialist

Current

Mogo Auto Ltd

Aug 2025 - Present (11 months)

Handled inbound and outbound calls and emails for customer account inquiries, loan repayment queries, and service support. Managed high-volume customer interactions while meeting response and resolution time targets and coordinating with cross-functional teams for timely issue resolution.

Virtual Assistant

ALX Africa

Sep 2024 - Nov 2024 (2 months)

Provided remote administrative and customer support, including email and calendar management for clients. Handled client communication via email and chat to ensure timely responses and consistent follow-up while organizing tasks using remote productivity tools.

Teamwork Client Communication Email Chat Support Administrative Support Data Entry Time Management Zoom Google Workspace Slack Microsoft Teams Trello Asana Microsoft Office

Customer Service Specialist

YellowPages Kenya

Sep 2021 - Oct 2024 (3 years 1 month)

Handled inbound and outbound calls and email inquiries, improving customer satisfaction by 20% through timely, effective resolutions. Maintained accurate CRM records and partnered with the marketing team to convert customer feedback into actionable service improvements.

Call Center Agent

Horizon Contact Center

Jan 2020 - Jul 2021 (1 year 6 months)

Handled high-volume inbound and outbound calls and email correspondence to address customer inquiries, complaints, and service requests. Provided first-call resolutions in line with SLAs, logged interactions in the CRM, followed scripts and quality guidelines, and escalated complex cases for timely resolution.