Open to opportunities

Faith Kagure

@faithkagure

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Dedicated onboarding specialist with extensive customer support experience.

Kenya

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What I'm looking for

I seek a role that fosters growth, values teamwork, and prioritizes customer satisfaction.

I am a passionate onboarding specialist with a strong background in customer support and client relations. With a Bachelor of Arts in Economics and Sociology, I have honed my skills in problem-solving, communication, and cross-cultural interpersonal interactions. My experience includes working as an Onboarding Specialist at Talent Pop, where I successfully facilitated the onboarding process for new hires, ensuring they felt welcomed and equipped to succeed in their roles.

Previously, I served as a Customer Support Representative at Influx, where I managed a high volume of customer inquiries and provided exceptional service across various platforms. My ability to handle challenging situations with empathy and professionalism has been a key factor in my success. I also have experience as a Reservations Coordinator, where I streamlined operations and enhanced guest experiences through effective communication and organization.

Throughout my career, I have demonstrated a commitment to continuous improvement and team collaboration. I am eager to bring my expertise in customer support and onboarding to a dynamic organization that values service excellence and employee development.

Experience

Work history, roles, and key accomplishments

Current

Onboarding Specialist

Current

Talent Pop

Nov 2023 - Present (1 year 7 months)

Responsible for welcoming new hires, providing onboarding tools, and ensuring they have the necessary technical assistance. Conducted quality assurance for agent performance and organized software training for clients.

Onboarding Training Quality Assurance Technical Support Communication Skills Process Improvement

Customer Support Representative

Influx

Dec 2020 - Nov 2023 (2 years 11 months)

Handled voice support, emails, and chat for various SaaS clients. Managed up to 100 tickets daily, facilitated training for junior agents, and maintained high customer satisfaction through effective communication.

Customer Support Ticketing SaaS Solutions Facilitation Communication Skills Problem Solving Remote Work Team Collaboration

Reservations Coordinator

Lake Nakuru Lodge Ltd

Jul 2020 - Dec 2022 (2 years 5 months)

Managed reservations through various channels, monitored hotel sales trends, and coordinated with front desk for seamless guest bookings. Handled financial tasks related to reservations and liaised with travel companies.

Customer Service Monitoring Communication Skills Coordination Problem Solving Team Collaboration

Reservations Officer/Receptionist

Lake Nakuru Lodge Ltd

Apr 2019 - Jul 2020 (1 year 3 months)

Facilitated guest interactions as the first point of contact, maintained front office organization, and tracked room availability to assist in revenue forecasting.

Customer Service Communication Skills Revenue Forecasting Team Collaboration

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor of Arts, Economics and Sociology

2015 - 2019

Studied the principles of economics and sociology, focusing on the interrelation between economic systems and social structures, and how they influence human behavior and societal development.

Visions Institute of Professional Studies

International Computer Driving License Certificate, Information Technology

2015 - 2015

Completed the International Computer Driving License Certificate (ICDL), which provided essential computer skills and knowledge for effective use of various software applications.

St George’s Girls Secondary School

Kenya Certificate of Secondary Education, General Education

2010 - 2014

Achieved the Kenya Certificate of Secondary Education, which included a comprehensive curriculum covering various subjects and preparing for further education or vocational training.