GAgenevive alivitsa
@genevivealivitsa
Customer Support Representative with expertise in client retention.
KenyaWhat I'm looking for
I am a dedicated Customer Support Representative with over three years of experience in call center operations and customer service. My journey has been marked by a commitment to delivering exceptional customer experiences, handling high-volume inquiries, and resolving technical issues efficiently. At Majorel Kenya, I provided multi-channel support, managing over 150 inquiries daily and achieving a first-call resolution rate of over 90%. My ability to escalate complex cases effectively has improved service resolution times by 20%, showcasing my problem-solving skills and dedication to customer satisfaction.
In my previous roles at Glovo, I excelled in partner onboarding and performance evaluation, maintaining a 95% retention rate. I also coordinated promotions that increased partner engagement by 30%. My experience as a Q-Commerce Dispatcher honed my ability to manage logistics and resolve delivery-related complaints, ensuring timely service. I am proficient in using tools like Zendesk and CRM software, which have been instrumental in maintaining accurate customer records and optimizing service processes.
Experience
Work history, roles, and key accomplishments
Customer Care TeleAgent
Majorel Kenya
Oct 2022 - May 2024 (1 year 7 months)
Provided multi-channel support via inbound/outbound calls, email, and live chat, handling an average of 150+ inquiries per day. Resolved customer complaints and technical issues, ensuring a 90%+ first-call resolution rate. Assisted in training new agents and optimizing customer service processes.
Customer Service Representative
Glovo
Sep 2021 - Sep 2022 (1 year)
Managed partner onboarding and performance evaluation, ensuring a 95% retention rate. Assisted partners with web application setup and resolved raised concerns. Coordinated and set promotions for partners, increasing engagement by 30%.
Q-Commerce Dispatcher
Glovo
Mar 2021 - Sep 2021 (6 months)
Assigned and dispatched 100+ client orders daily to ensure timely deliveries. Monitored delivery routes, improving efficiency by 25%. Resolved customer complaints related to delivery delays and product discrepancies.
Sales Representative (Tele-Agent)
Platinum Credit
Aug 2020 - Feb 2021 (6 months)
Managed client records and data entry with 100% accuracy. Advised clients on loan terms and financial options, improving conversion rates. Negotiated contract terms with prospective clients.
Education
Degrees, certifications, and relevant coursework
TMTechnical University of Mombasa
Bachelor of Science, Molecular Biology and Forensic Technology
2016 - 2021
Studied Molecular Biology and Forensic Technology, focusing on the application of biological sciences in forensic investigations and analysis.
St. Mary's Mumias Girls
Kenya Certificate of Secondary Education
2012 - 2014
Completed the Kenya Certificate of Secondary Education (KCSE), focusing on a broad curriculum that prepared for higher education.
Kaimosi Friends Primary School
Kenya Certificate of Primary Education
2004 - 2011
Completed the Kenya Certificate of Primary Education (KCPE), laying the foundation for primary education and basic skills.
Availability
Location
KenyaAuthorized to work in
Job categories
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