Dorcas Simiyu

Currently working as an Analyst for Business Desk & QA Analytics, resolving customer escalations across 32 African Agency Markets. Responsibilities include managing technical support escalations, analyzing trends, and ensuring data accuracy in customer service operations.

Conducted UAT and post-production testing for new products, managed technical escalations, and provided feedback on system functionalities to enhance customer experience.

Provided high-quality customer service, managed complaints, and documented customer interactions to enhance satisfaction and improve service delivery.

Handled customer queries and escalations, provided product information, and supported new agents in call handling and troubleshooting procedures.

Attended to customer queries and provided solutions, ensuring effective communication and timely follow-ups to enhance customer satisfaction.

Supported children in improving reading and numeracy skills, assisted teachers with remedial support, and organized educational activities.

Participated in environmental activities, cleanups, and awareness forums, gaining knowledge in environmental management techniques.

Facilitated guidance sessions, lesson planning, and academic consultations, supporting students in their learning and development.

Managed administrative tasks including data entry, invoicing, and meeting organization, ensuring effective office operations.

Graduated with a Bachelor of Science degree, majoring in Physics. Developed strong analytical and problem-solving skills, with a focus on understanding complex physical concepts and mathematical applications.

Completed the Kenya Certificate of Secondary Education (KCSE), focusing on a broad curriculum that prepared for higher education.

Achieved the Kenya Certificate of Primary Education (KCPE), laying the foundation for future academic pursuits.