Catherine Kyalo

I am a dedicated Customer Service Specialist with two years of experience in delivering exceptional service and enhancing customer satisfaction. My expertise lies in managing complex inquiries and providing effective solutions while utilizing CRM systems to track and resolve issues efficiently. I pride myself on my ability to improve customer experiences through active listening, empathy, and clear communication.

In my recent role as a Partner Experience Navigator at Alfa Sakivi, I demonstrated exceptional leadership in customer support by cultivating cooperative relationships with providers and the client management team. I successfully increased customer satisfaction by implementing effective issue resolution strategies, maintaining a 100% customer service resolution rate, and enhancing customer loyalty through proactive follow-up procedures. My commitment to maintaining positive client relationships has contributed significantly to organizational success.

Previously, as an Outbound Call Centre Agent at eMediPlans, I managed high-volume calls and implemented support strategies that improved operational efficiency. I completed over 100 outbound calls to prospective customers and refined my listening skills to understand concerns better, leading to a decrease in average resolution time by 10%. My goal is to continue leveraging my skills in a dynamic environment where I can contribute to customer satisfaction and organizational growth.