Open to opportunities

Jackline Otieno

@jacklineotieno

Message

Customer-focused customer service representative with 4+ years improving client satisfaction.

Kenya

Message

What I'm looking for

I seek a full-time, client-focused role in a collaborative team where I can use my CRM, communication, and lead-qualification skills to improve customer satisfaction and support business growth.

I am a dedicated, customer-oriented representative with over four years of experience delivering phone, email, and live chat support, qualifying leads, scheduling appointments, and maintaining CRM records to drive client satisfaction and sales efficiency.

I have worked across financial services, humanitarian case work, and freelance international support, consistently recognized for professionalism, clear English communication, accurate data management, and mentoring new hires to uphold service standards.

Experience

Work history, roles, and key accomplishments

Current

Sales Representative

Current

Kanisa SACCO

Jan 2023 - Present (2 years 10 months)

Serve as first point of contact for customer inquiries across phone, email, and in-person channels; qualify leads, schedule appointments, and document interactions in the CRM to improve conversion and retention.

Customer Service Lead Qualification CRM Management Scheduling Phone Support Documentation Microsoft Office

Humanitarian Case Worker

Refugee Resettlement Center

Jan 2022 - Aug 2023 (1 year 7 months)

Managed client cases by collecting and verifying data, maintaining accurate CRM records, and handling sensitive communications to ensure timely case completion and client satisfaction.

Case Management Data Verification CRM Management Mentoring Time Management

Customer Support Specialist

Upwork (Freelance)

Jan 2019 - Dec 2021 (2 years 11 months)

Provided remote customer support and data entry for international clients via phone, chat, and email, maintaining detailed logs and achieving top-rated feedback for professionalism and reliability.

Remote Customer Support Data Entry Lead Qualification Live Chat Email Support Client Communication Time Zone Management

Administrative Assistant

Galaxy Paints & Coatings Ltd.

Jan 2015 - Dec 2018 (3 years 11 months)

Supported clients and internal teams with communication, data entry, and record maintenance to ensure accurate customer records and improve repeat business.