Open to opportunities

Duret Halima Gabi 20

@durethalimagabi20

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Remote customer service specialist delivering empathetic, efficient support and high satisfaction.

Kenya

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What I'm looking for

I am seeking a remote customer service role where I can use my communication skills, CRM experience, and empathy to improve customer satisfaction and reduce repeat issues.

I am a dependable remote customer service professional with over four years' experience in high-volume, multi-channel support within the smartphone industry. I consistently achieved top satisfaction scores (95%) while resolving warranty, replacement, and technical inquiries efficiently and mentoring new staff.

I excel with CRM systems (Zendesk, Freshdesk, Salesforce, WhatsApp Business) and remote collaboration tools (Zoom, Slack, Google Workspace, Trello), and I focus on empathy, clear communication, and continuous improvement to reduce repeat complaints and boost loyalty.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Vivo Kenya

Jul 2021 - Mar 2025 (3 years 8 months)

Delivered customer support across chat, WhatsApp and phone for 40+ clients daily, achieving a 95% satisfaction score and reducing repeat complaints by 30% through cross-team collaboration and process improvements.

Live Chat Phone Support

Customer Service Consultant

Horizon Contact Centers

Feb 2020 - Jun 2021 (1 year 4 months)

Managed international brand inquiries via phone and email, logged cases accurately in CRM and exceeded response-time targets while maintaining high communication standards.

Phone Support Email Support Time Management Multichannel Support

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Diploma in Business, Business

Completed a Diploma in Business at Jomo Kenyatta University of Agriculture and Technology, focusing on foundational business and administrative skills.