Open to opportunities

Faith Keter

@faithketer1

Message

Customer support specialist delivering empathetic, accurate service across banking and SaaS.

Kenya

Message

What I'm looking for

I seek a customer-facing role in a collaborative, growth-oriented company where I can resolve issues, improve processes, and build lasting client relationships remotely or on-site.

I am an empathetic and resourceful customer support specialist with over four years of experience supporting clients across banking, IT, and SaaS sectors. I thrive in fast-paced and remote environments, delivering consistent, professional help via phone, chat, email, and ticketing systems.

My background includes handling account management, billing, subscription renewals, loan application support, and technical troubleshooting while maintaining strict data privacy and regulatory compliance. I have hands-on experience with CRM and ERP platforms including Oracle, Dynamics NAV (Business Central), and HubSpot.

I excel at conflict resolution, de-escalation, and building lasting client relationships through active listening, empathy, and clear written and verbal communication. I also collaborate effectively with sales, finance, and cross-functional teams to resolve complex issues and meet SLAs.

I hold a BSc in Biochemistry and Molecular Biology and have completed targeted training in customer service, cybersecurity, data privacy, occupational health & safety, and green lending—skills I apply to improve customer outcomes and operational quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

KCB Bank Ltd

Jan 2022 - Present (3 years 8 months)

Responded to customer inquiries via phone, email, and in-person while processing account openings, loan applications, and transactions with high accuracy; resolved complaints and promoted products to increase customer engagement.

Customer Support Account Management Data Privacy Banking Operations Cross Functional Collaboration CRM

Customer Operations & Billing Specialist

Intune Systems Ltd

Jan 2020 - Jan 2022 (2 years)

Managed billing and account inquiries via phone and email, monitored subscription renewals and SLAs, and collaborated with sales and finance to resolve issues and ensure timely service delivery.

Billing Customer Support CRM SLA Management Account Reconciliation Customer Relationship Management Reporting

Quality Controller

Kenya Bureau of Standards

Jan 2019 - Dec 2019 (11 months)

Conducted product and process inspections to ensure ISO and regulatory compliance, documented results, and collaborated with teams to address quality issues and recommend improvements.