Open to opportunities

Jackline Othach

@jacklineothach

Message

Enthusiastic customer service representative with 6+ years of experience.

Kenya

Message

What I'm looking for

I am looking for a role that values customer engagement and offers growth opportunities.

I am a dedicated customer service representative with over six years of experience in enhancing brand loyalty and customer satisfaction. My journey has been marked by a strong commitment to resolving customer issues and cultivating positive relationships. I have honed my skills in managing high-volume inbound support channels, ensuring that every customer interaction is handled with care and professionalism.

Throughout my career, I have consistently achieved high customer satisfaction rates, processing an average of 50 customer requests daily with a 95% satisfaction score. My experience spans various roles, including Medical Virtual Assistant and Customer Service Representative, where I have developed a keen ability to listen attentively and respond effectively to customer needs. I thrive in fast-paced environments and am passionate about driving engagement and loyalty through exceptional service.

My educational background in Public Relations and certifications in customer service and nursing have equipped me with the necessary skills to excel in this field. I am always eager to learn and adapt, seeking opportunities that allow me to contribute positively to a team while continuing to grow professionally.

Experience

Work history, roles, and key accomplishments

Current

Medical Virtual Assistant

Current

Nairobi Hospital

Jan 2022 - Present (3 years 5 months)

Managed high volume inbound support channels via phone, email, and social media. Provided product information, followed up on patient appointments, collected health information, and ensured client intake forms were completed. Recorded patient data and educated new members on registration and queries.

Customer Support Data Entry Communication Skills Relationship Building Problem Solving CRM Software

Customer Service/Retention

Aventus LLC

May 2019 - Jan 2022 (2 years 8 months)

Handled inbound and outbound calls for delinquent accounts in a fast-paced call center. Utilized communication skills to build relationships, processed customer requests, and resolved complaints. Worked with team leaders on performance improvement and managed sales of new accounts.

Call Center Operations Customer Retention Communication Skills Sales Management Team Collaboration Performance Customer Satisfaction

Customer Service Representative

Betin Company Limited

Jan 2018 - May 2019 (1 year 4 months)

Handled inbound and outbound communications via calls, email, and social media. Identified customer needs for satisfaction, preserved records of interactions, and created tickets for issues. Participated in team meetings and provided valuable feedback.

Communication Skills Problem Solving Team Collaboration Customer Feedback Outbound Calling Ticketing Systems

Product Listing

Amazon

Jan 2018 - May 2019 (1 year 4 months)

Negotiated prices with distributors, assessed market trends, tracked inventory shipments, and created product descriptions. Developed relationships with suppliers and improved conversion rates through effective listing strategies.

Product Management Market Analysis Data Analysis

Customer Service Representative

Verifone (Smarter Call Centre)

Jan 2016 - Jan 2018 (2 years)

Provided solutions to customers via phone and email, maintained records in a CRM system, and delivered service information. Followed up with customers to build relationships and collaborated with team leaders for performance improvement.

Customer Solutions CRM Management Communication Skills Relationship Building Performance Team Collaboration Problem Solving Customer Engagement

Education

Degrees, certifications, and relevant coursework

Certified Nursing Assistant

Certification, Healthcare

2021 - 2022

Completed training and certification as a Nursing Assistant, focusing on patient care, health assessments, and medical support.

LinkedIn Learning

Online Course, Customer Service

2020 -

Completed courses on customer service foundations and problem solving, enhancing skills in effective communication and troubleshooting customer issues.

Udemy

Online Course, Information Technology

2016 -

Completed an online course introducing Amazon Web Services and Shopify, gaining foundational knowledge in cloud computing and e-commerce platforms.

Kenya Institute of Management

Diploma, Public Relations

2008 -

Completed a diploma program focusing on Public Relations, which included training in communication strategies, media relations, and public engagement.