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doreen wangari

@doreenwangari

Customer Operations Expert at Teleperformance Kenya resolving 100+ daily customer inquiries while maintaining a 95% CSAT score.

Kenya

Message

At Teleperformance Kenya, I support US and UK customers through email, chat, and phone, resolving more than 100 inquiries daily while meeting response-time targets. I handle order updates, cancellations, warranty inquiries, and replacements, and maintain a 95% CSAT score.

I use Salesforce and Zendesk to keep CRM records accurate and follow up with customers. Previously, I managed daily office operations at Pettans Driving School and handled customer inquiries and records at DataSnap Systems.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Expert

Current

Teleperformance Kenya

Oct 2024 - Present (2 years)

Supported US and UK customers through high-volume email, chat, and phone ticket queues, resolving 100+ inquiries daily while meeting AHT targets and 24-hour response SLAs. Maintained a 95% CSAT score and accurate CRM records in Salesforce and Zendesk.

Zendesk Salesforce Email Support Live Chat Phone Support Customer issue resolution CRM Management Data Entry Time Management Communication Skills

Branch Manager

Pettans Driving School

Jun 2023 - Jun 2024 (1 year)

Managed daily office operations, scheduling, and staff coordination. Handled business correspondence via email and telephone, conducted customer follow-ups, and maintained accurate business records.

Office Management Scheduling Staff Coordination Email Correspondence Customer Follow up Record keeping Compliance Reporting

Office Administrator

DataSnap Systems

Jul 2020 - Nov 2022 (2 years 4 months)

Handled multi-channel customer inquiries via email and phone regarding product features, order statuses, and return procedures. Maintained customer databases and company records, and supported cross-functional teams with administrative tasks.

Email Support Phone Support Customer Inquiries Database Management Documentation Reporting Administrative Support Scheduling