Christabel Cheptoo
@christabelcheptoo
Empathetic customer service representative delivering multichannel support and high CSAT through timely issue resolution.
KenyaWhat I'm looking for
I am an empathetic, detail-oriented Customer Service Representative with 3+ years delivering multichannel support (phone, email, chat) in SaaS, e-commerce, and finance. I consistently manage high-volume queues, achieve 90%+ CSAT through first-touch resolution, and collaborate with technical and operations teams to identify trends and improve workflows.
As a Subject Matter Expert and sales qualifier, I have handled 50–100 daily tickets using Zendesk, Salesforce, and Google Workspace, trained new agents, documented recurring issues for product teams, and met KPI targets for FCR, AHT, and SLA adherence.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Calls Experts
Aug 2024 - May 2025 (9 months)
Made outbound calls to insurance leads, qualified prospects using BANT, scheduled appointments and met daily outreach and conversion targets while maintaining CRM records and compliance.
Customer Service Subject Matter Expert
CCI Kenya
Mar 2022 - May 2024 (2 years 2 months)
Delivered multichannel support via Zendesk and Salesforce, handled 80+ tickets daily, maintained 95% first-contact resolution and 90%+ CSAT while documenting issues and coaching new agents.
Freelance Virtual Assistant
WriteMate
Jun 2022 - Present (3 years 4 months)
Provided email and chat-based customer support, maintained records using Google Workspace, ensured prompt responses and first-touch resolution for client inquiries.
Education
Degrees, certifications, and relevant coursework
MUMaasai Mara University
Bachelor of Applied Statistics with Computing, Statistics with Computing
2015 - 2019
Completed a Bachelor of Applied Statistics with Computing, focusing on statistical methods and computing applications from 2015 to 2019.
Tartar National High School
Kenya Certificate of Secondary Education (KCSE), Secondary Education
Completed Kenya Certificate of Secondary Education (KCSE) at Tartar National High School.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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