Open to opportunities

Evaline Atieno

@evalineatieno

Message

Accomplished Customer Service Lead driving exceptional client experiences.

Kenya

Message

What I'm looking for

I am looking for a role that fosters growth, values teamwork, and prioritizes exceptional customer experiences.

I am an accomplished Customer Service Lead with extensive experience in driving exceptional client experiences and organizational growth. I have a proven track record of leading teams of customer service professionals, utilizing data-driven insights to enhance customer satisfaction, and collaborating with cross-functional departments to improve overall service quality. My ability to handle complex inquiries and resolve complaints has consistently resulted in surpassing monthly targets by up to 1 million.

Throughout my career, I have demonstrated strong leadership and team management skills, fostering a collaborative work environment that promotes open communication and continuous improvement. My expertise in performance optimization and client relations management has enabled me to build and maintain strong relationships with clients, ensuring that all deliverables are met. I am also proficient in various customer relationship management software, which allows me to analyze customer data effectively and drive business growth.

As I continue to grow in my career, I remain committed to enhancing the customer experience and contributing to organizational success. I am passionate about mentoring teams and providing them with the tools and support they need to excel in their roles.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Lead/Head of Career Advisory

Current

Corporate Staffing Services

Jan 2020 - Present (5 years 6 months)

Supervised daily operations and provided training to a team of customer service professionals, ensuring performance standards were met. Led telesales initiatives, identifying new business opportunities and developing strategies to exceed sales targets. Guided clients on career options, job search strategies, and professional development, contributing to significant revenue growth.

Performance Optimization CRM Software Sales Telesales Team Management Strategic Planning Data Analysis Microsoft Office Suite

Customer Service Officer/Telesales

Corporate Staffing Services

Jan 2018 - Jan 2020 (2 years)

Responded to client inquiries via multiple channels, efficiently resolving complaints and ensuring positive customer experiences. Identified and contacted potential clients, conducting presentations to showcase staffing solutions and consistently meeting or exceeding sales targets. Maintained accurate records of client interactions and collaborated with recruitment teams to fulfill staffing requir

Customer Service Telesales Sales Targets CRM Software Negotiation Data Entry Communication Problem Solving

Content Section Intern

Kenya Broadcasting Corporation

Jan 2017 - Mar 2017 (2 months)

Provided customer service to clients and prominent guests hosted on Radio Taifa, ensuring a welcoming environment. Developed and translated scripts for the Zinga Program, conducting research to support content creation. Facilitated the gathering, editing, and production of various programs in both English and Swahili.

Customer Service Content Research Translation Audio Production Communication Microsoft Office Suite

Education

Degrees, certifications, and relevant coursework

Mount Kenya University

Bachelor of Arts, Mass Media and Communication (Electronic Media)

Focused on Mass Media and Communication with a specialization in Electronic Media. Gained comprehensive knowledge in media production and communication strategies.

St. Jones Girls High School

Kenya Certificate of Secondary Education, General Studies

Completed secondary education, acquiring foundational knowledge across various subjects. Prepared for higher education and developed essential academic skills.