Faith Akilo

Supported customers and internal users with enterprise software issues, documenting cases and coordinating technical escalations. Reviewed logs, service status, configurations, and connectivity details to help investigate reported problems.

Handled a reported personal workload of approximately 1,000 customer inquiries per day, prioritising cases and coordinating handovers as a sub-team lead. Supported a portfolio of 7,000+ merchants with onboarding, store setup, product demonstrations, payment and subscription issues, and domain configuration.

Supported customer service operations and handled complex complaints and escalations across multiple channels. Contributed to onboarding and training approximately 300 riders monthly, explaining operational procedures and service expectations.

Handled high-volume traveller inquiries and provided timely, accurate assistance across phone and email. Resolved complaints and disputes, documented issues, and coordinated with internal teams.

Built internal support tools and dashboards to improve agent workflows. Created customer lifecycle communications, SOPs, knowledge-base content, and user training materials.

Bachelor of Science in Mass Communication with a focus on Public Relations and Advertising.