Open to opportunities

Elizabeth Karicho

@elizabethkaricho

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Results-driven workforce analyst with expertise in customer service.

Kenya

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to leverage my analytical skills to enhance customer experiences.

I am a results-driven workforce analyst with a proven track record in customer service, consistently maintaining a CSAT score above 90%. My experience includes managing agent schedules and analyzing performance data to develop actionable insights for improvement. I pride myself on my accuracy and efficiency in data entry, coupled with strong organizational skills and expertise in various healthcare systems.

Currently, I work at Influx Inc. where I optimize agent schedules and generate detailed performance reports to track KPIs. My previous roles as a customer support specialist and agent have honed my ability to deliver fast, empathetic support while resolving complex issues. I thrive in collaborative environments, contributing valuable feedback and working seamlessly with team members to achieve project goals.

Experience

Work history, roles, and key accomplishments

Current

Workforce Analyst

Current

Influx Inc.

Jun 2024 - Present (1 year 1 month)

Managed and optimized agent schedules to meet client demand fluctuations and ensure optimal coverage. Generated detailed agent performance reports to track KPIs and identify trends, conducting in-depth performance analysis to identify improvement areas and recommend strategic interventions.

Workforce Management Data Analysis Scheduling performance reporting Data Entry KPI Tracking Strategic Interventions Process Optimization Microsoft Excel

Customer Support Specialist

Influx Inc.

Jun 2023 - Present (2 years 1 month)

Delivered fast, accurate, and empathetic support to healthcare professionals across chat, voice, and email channels. Resolved shift, payment, and platform-related issues in real time, maintaining high customer satisfaction.

Customer Support Zendesk Salesforce Troubleshooting Customer Satisfaction Communication Quality Assurance performance reporting

Customer Support Agent

Onq Contact Center (MRG LLC Group)

Aug 2021 - Present (3 years 11 months)

Resolved customer issues daily via Zendesk, consistently maintaining a CSAT score above 90%. Handled medical billing customer support work using various EHR systems including Eclinical Works, Modmed, Athena Practice, and Intergy.

Customer Support Zendesk Medical Billing EHR Customer Satisfaction Problem Solving Communication Data Tracking Time Management Conflict Resolution

Customer Care Agent

Greenwich Auto Diesel Limited

Feb 2020 - Present (5 years 5 months)

Provided exceptional customer service to ensure high levels of customer satisfaction. Resolved customer service issues and complaints efficiently and professionally.

Customer Service Customer Satisfaction Product Knowledge Communication Customer Feedback Account Management Relationship Building Problem Solving Sales Support

Education

Degrees, certifications, and relevant coursework

Dedan Kimathi University of Technology (DEKUT)

Bachelor of Science, Business Information Technology

Studied Business Information Technology, gaining foundational knowledge in IT and business principles. Developed skills in data analysis and information management relevant to modern business environments.

Sonek Data School

Certificate, Qualitative Data Analysis

Completed a certificate program focused on Qualitative Data Analysis. Acquired skills in interpreting and analyzing qualitative data for various applications.