COCOLLINS OBUYA
@collinsobuya
Proactive Customer Service Specialist with 6+ years of experience.
AustraliaWhat I'm looking for
I am a proactive and results-driven Customer Service Specialist with over six years of experience in delivering exceptional customer support in fast-paced, technology-driven environments. My expertise lies in SaaS and CRM platforms, and I am highly proficient in technical support tools like Zendesk and Intercom. I have a proven track record of improving customer satisfaction and reducing resolution times through data-driven strategies.
In my current role at Influx, I have successfully improved onboarding efficiency by conducting training sessions for new hires and achieved a remarkable 90% first-contact resolution rate. My dedication to enhancing customer experience has consistently led to exceeding KPIs, achieving a 95% target rate across personal and team performance metrics. I am adept at handling complex technical escalations and fraud prevention, always striving to drive operational efficiency.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Influx
Feb 2021 - Present (4 years 4 months)
As a Customer Support Specialist at Influx, I improved onboarding efficiency and customer satisfaction scores through training and collaboration. I achieved a 90% first-contact resolution rate and enhanced customer retention with personalized follow-ups. My proactive fraud detection measures significantly reduced fraud cases.
Customer Service Agent
NALA Money
Feb 2019 - Mar 2021 (2 years 1 month)
In my role as a Customer Service Agent at NALA Money, I managed real-time conversations and resolved complex financial and technical escalations. I achieved a 95% issue resolution rate and decreased escalation rates by 20% through effective problem-solving.
Customer Support Agent
BOLT
Feb 2018 - Jan 2019 (11 months)
As a Customer Support Agent at BOLT, I achieved a 90% resolution rate by addressing passenger transport issues. I maintained high customer satisfaction by resolving complaints and reducing technical escalations through efficient troubleshooting.
Education
Degrees, certifications, and relevant coursework
MTMasinde Muliro University of Science and Technology
Bachelor of Commerce, Accounting
2015 - 2019
Grade: Second Class Upper Division
Attained Second Class Upper Division in Bachelor of Commerce with a focus on Accounting, providing a strong foundation in financial principles and practices.
Availability
Location
AustraliaAuthorized to work in
Job categories
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