Open to opportunities

Cynthia Okelo

@cynthiaokelo

Message

I'm a customer service and sales professional who delivers efficient support and drives measurable upsells.

Kenya

Message

What I'm looking for

I'm seeking a customer-facing role where I can apply CRM and troubleshooting expertise, drive upsells, work within a collaborative team, and grow into expanded customer success or leadership responsibilities.

I am a dedicated customer service and sales professional with a BSc in Biology and strong proficiency in Microsoft Office and CRM platforms. I consistently deliver high CSAT through empathetic support and efficient ticket management.

I have driven measurable results across contact centers and retail roles, achieving a 15% upsell rate, contributing 12% increased product usage, and growing social engagement by 25% in retail marketing efforts. I troubleshoot technical issues, manage billing queries, and log accurate records to ensure traceable support.

I collaborate across teams, train new representatives on CRM and support protocols, and prioritize clear communication and timely resolutions. I seek to bring my problem-solving mindset and sales acumen to a customer-focused team that values growth and service excellence.

Experience

Work history, roles, and key accomplishments

Telesales Agent

Teleperformance

Feb 2025 - Jun 2025 (4 months)

Delivered customer service across inbound/outbound calls, email, and live chat, resolving complaints and identifying upsell/cross-sell opportunities to meet sales targets while maintaining high CSAT.

CRM Outbound Calling Live Chat Email Support Sales Upselling Data Entry Microsoft Office

Customer Service Representative

Ison Xperiences

Sep 2022 - Jan 2025 (2 years 4 months)

Provided ZUKU TV technical support and billing verification, maintained Smart Bill and CRM records, escalated issues to ZUKU officials, and achieved a 15% upsell rate through product promotion.

Technical Troubleshooting Smart Bill CRM Billing Verification Escalation Management Upselling Pesapal Denar SmartBill

Customer Care Representative

Horizon Contact Centers

Jan 2022 - Aug 2022 (7 months)

Supported ZUKU TV customers by troubleshooting issues, coding and processing tickets in Smart Bill/CRM, managing escalations, and driving a 12% increase in add-on adoption.

Customer Support Troubleshooting Smart Bill CRM Ticketing Escalation Management Training Customer Retention SmartBill

Personal Assistant & Sales

Veni Outdoors

Apr 2021 - Dec 2021 (8 months)

Managed administrative tasks and social media, increasing engagement 25% in three months; coordinated orders, inventory audits, and customer follow-ups to support sales and promotional activities.

Office Administration Social Media Management Inventory Management Sales Support Data Entry Microsoft Office Promotional Activities

Sales Representative

Twixt Technology

Jan 2021 - Apr 2021 (3 months)

Marketed mobile phones and accessories, assisted walk-in customers, processed orders and monitored inventory, contributing to a 10% increase in sales through promotions and follow-ups.

Retail Sales Product Demos Order Processing Customer Relationship Management Microsoft Office

Clerical Officer

Weldcut Africa Ltd

Jan 2016 - Aug 2016 (7 months)

Managed inventory and records, coordinated deliveries and repairs, handled incoming calls and customer follow-ups, and processed dispatches to maintain operational efficiency.

Inventory Management Record keeping Data Entry Microsoft Office