Looking for a job

Dorcas Kwamboka

@dorcaskwamboka

I resolve high-volume customer issues across phone, chat, email, and social channels while exceeding service and sales targets.

Kenya

Message

What I'm looking for

I'm looking for a customer support role where I can resolve customer issues, maintain high service standards, contribute to team success, and use my communication and problem-solving skills to improve customer satisfaction.

I'm currently supporting Jumia Kenya customers with orders, deliveries, returns, refunds, and product inquiries across phone and chat. I resolve complaints, maintain CRM records, collaborate with logistics teams, and drive sales through upselling and cross-selling.

At Teleperformance Kenya supporting Bolt, I helped riders and drivers through email, phone, live chat, and social media. My multi-channel support work reduced response time by 40%, contributed to a 25% increase in user retention and loyalty, and maintained CSAT above 97% using Zendesk and Beehive.

I've also delivered customer support at Flamingo Casino and Horizon Contact Centre, coordinated sales at Baron And Cabot, and handled customer-facing hospitality roles. I bring clear communication, empathetic problem-solving, accurate recordkeeping, and a focus on timely, professional service.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Sales Representative

Current

Jumia Kenya

Jan 2026 - Present (9 months)

Assisted customers via phone and chat regarding orders, deliveries, returns, and refunds. Resolved complaints, processed orders, and promoted products through upselling and cross-selling.

CRM Customer Service Upselling Cross Selling Order Processing Communication Skills

Customer Support Expert

Teleperformance Kenya

Jan 2024 - Jan 2026 (2 years)

Implemented a multi-channel support system for riders and drivers, reducing response time by 40% and improving user experience. Utilized Zendesk and Beehive to manage inquiries, achieving a CSAT of over 97%.

Zendesk Beehive Customer Support Multichannel Communication Problem Solving CSAT

Customer Support Agent

Flamingo Casino

Jul 2023 - Dec 2023 (5 months)

Provided customer assistance by responding to inquiries and resolving issues. Handled escalated cases and maintained a CSAT of over 97%.

Customer Support Problem Solving Escalation Handling Communication Skills

Sales Coordinator

Baron And Cabot

Jan 2022 - May 2023 (1 year 4 months)

Analyzed and followed up on pending deals, closing over 70% of them. Marketed products by telephone, increasing sales by 80%.

Sales Telemarketing Deal Closure Customer Service Business Development

Customer Support Representative

Horizon Contact Centre

Sep 2021 - Dec 2021 (3 months)

Recorded inquiries accurately, ensuring 100% data collection. Followed up with clients, increasing return customers by 60%.

Data Entry Customer Follow up Data Analysis Customer Retention

Waitress

Java House Africa

Oct 2016 - Aug 2021 (4 years 10 months)

Welcomed and seated guests, took orders, and delivered food and beverages. Provided menu information and maintained tidy dining areas.

Customer Service Food Service Communication Skills Teamwork

Waitress

Ocean Basket Restaurant

May 2016 - Sep 2016 (4 months)

Served meals and drinks, cleared tables, and answered menu questions. Handled customer requests professionally.

Customer Service Food Service Communication Skills

Data Entry Clerk

Pan African Research Services Limited

Jan 2012 - May 2016 (4 years 4 months)

Typed and updated data, performed backups, and created spreadsheets with large numbers of figures. Transferred data from paper formats into computer systems.

Data Entry Spreadsheets Data Management Accuracy