Geraldine Koki

As a Global Service Center Analyst, I review and approve employee expense reports, verify payroll requests, and maintain accurate records of payroll transactions. I also facilitate onboarding and offboarding processes and ensure compliance with tax and pension regulations.

In my role as a Customer Support Representative, I assist users with navigating the Nala platform, resolving transaction issues, and educating customers about services. I also gather feedback to improve platform functionality.

As a Risk and Support Representative, I assisted customers with onboarding and risk assessment, monitored transactions for fraud, and conducted investigations to maintain platform integrity and compliance.

In this role, I provided exceptional customer service through various channels, resolved inquiries efficiently, and maintained high customer satisfaction ratings while collaborating with cross-functional teams.

Managed front desk operations, including check-ins and check-outs, processed financial transactions, and provided exceptional customer service while leading nightly audit procedures.

Managed a high-volume workload and resolved numerous inquiries weekly while training new representatives and enhancing customer satisfaction through voluntary training.

Organized and hosted VIP events while managing exclusive client relationships, ensuring high levels of customer satisfaction and brand loyalty.

Provided personalized customer service for Airtel Money inquiries, managed high volumes of calls, and effectively communicated updates while handling difficult situations diplomatically.

Handled inbound calls for Orange Telkom, provided information on products and services, and conducted customer satisfaction calls to ensure service quality.

Completed a certificate program in Travel and Tourism, gaining knowledge and skills essential for the hospitality and tourism industry.

Acquired a certificate in Computer Applications, focusing on essential computer skills and software applications relevant to various industries.

Earned a certificate in Front Office & Hotel Information Systems, equipping with skills for effective hotel management and customer service.

Completed secondary education with a focus on a broad curriculum, preparing for further education and professional development.