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@faithkioko
Dynamic Customer Support Specialist with a focus on client satisfaction.
I am a dynamic and results-oriented Customer Support Specialist with over three years of proven experience in delivering exceptional client services and innovative solutions to complex challenges. My expertise lies in managing diverse customer interactions, driving process improvements, and enhancing overall service delivery. I am committed to fostering customer satisfaction, upholding data privacy standards, and building long-lasting relationships in fast-paced environments.
In my current role at Majorel Kenya, I have achieved a 95% customer satisfaction score by responding to high volumes of inquiries and delivering tailored advice on products and services. My ability to identify root causes of customer complaints and implement personalized solutions has significantly reduced escalations. I also engage in continuous training to elevate team performance and ensure our knowledge base remains current, all while adhering to GDPR standards for data protection.
My previous experiences as a Credit Control Assistant at OKASH and a Customer Service & Brand Ambassador at Sycom Limited have further honed my skills in effective issue resolution, multichannel communication, and customer relationship management. I am passionate about enhancing customer experiences and driving improvements in service processes.
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Work history, roles, and key accomplishments
Majorel Kenya
Jul 2021 - Present (4 years 4 months)
As a Customer Support Representative, I managed high volumes of inquiries, achieving a 95% customer satisfaction score. I provided tailored advice on products, identified root causes of complaints, and ensured GDPR compliance while enhancing team performance through continuous training.
OKASH
Aug 2020 - Jul 2021 (11 months)
In my role as a Credit Control Assistant, I provided accurate responses to loan repayment queries, resolved payment issues through negotiation, and maintained customer data confidentiality, significantly improving client satisfaction and reducing overdue accounts.
Sycom Limited (Airtel Brand)
Jan 2020 - May 2020 (4 months)
As a Customer Service & Brand Ambassador, I engaged customers by promoting Airtel products, resolving technical issues, and enhancing customer experiences through accurate information and proactive service delivery, boosting brand loyalty.
Degrees, certifications, and relevant coursework
Bachelor of Education, Education
2015 - 2024
Activities and societies: Active member of the Cooperative and Salsa Clubs.
Pursuing a Bachelor of Education with a focus on English and literature for special needs education. Active member of the Cooperative and Salsa Clubs.
Kenya Certificate of Secondary Education, Secondary Education
2010 - 2014
Grade: C+
Completed secondary education and achieved the Kenya Certificate of Secondary Education with a grade of C+.
Software and tools used professionally
You can contact Faith and 90k+ other talented remote workers on Himalayas.
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