Open to opportunities

Jean Kago

@jeankago

Message

Dedicated customer service representative with strong problem-solving skills.

Kenya

Message

What I'm looking for

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

I am a customer service representative with a proven track record of fostering superior service standards and driving staff development. My experience includes optimizing merchant onboarding processes and ensuring compliance with financial regulations, which has significantly contributed to operational excellence and positive client relations.

Throughout my career, I have excelled in roles that require strong organizational skills, problem-solving abilities, and effective communication. I have consistently achieved high customer satisfaction scores and have a knack for resolving complex issues efficiently. My adaptability in high-volume environments has allowed me to manage multiple responsibilities while maintaining exceptional service quality.

Experience

Work history, roles, and key accomplishments

Current

Administrative Assistant

Current

Sasa Joblinks

Jan 2025 - Present (7 months)

Maintained meticulous records of client in full compliance with GDPR and visa regulations. Generated actionable weekly reports tracking booking trends, cancellation rates, and customer satisfaction metrics to support data-driven decision making using advanced Microsoft Office skills (Excel, Word, Outlook).

GDPR Compliance Microsoft Office Excel Word Outlook Data Analysis Problem Solving Crisis Management

Operations Associate

Kopo Kopo

Jan 2025 - Present (7 months)

Contributed to merchant acquisition by performing 50+ KYC due diligence, optimizing M-Pesa integrations, and ensuring 100% compliance with financial regulations. Investigated and resolved transaction processing issues including failed merchant payouts and M-Pesa API errors by analyzing system logs, verifying settlement records, and escalating complex cases to technical teams.

M Pesa Integration KYC M Pesa Integrations Settlements CRM Tools Multitasking

Customer Care Service Representative

Influx

Nov 2024 - Present (9 months)

Managed 50+ daily customer emails (inquiries, refund requests, technical issues), maintaining a 94% resolution rate within 24 hours. Achieved high customer satisfaction scores (CSAT) in post-interaction surveys and reduced repeat inquiries by 30% by creating standardized response templates.

Email Support Customer Satisfaction Team Collaboration Technical Support Refund Requests

Customer Care Service Representative

Teleperformance Kenya

Nov 2023 - Present (1 year 9 months)

Responded to inbound calls and emails, providing exceptional customer service by addressing inquiries, resolving issues, and offering product information, leading to a consistent customer satisfaction score. Effectively managed and resolved customer complaints by troubleshooting issues and escalating complex cases to appropriate departments.

Customer Service Inbound Email Support Product Customer Satisfaction Troubleshooting Documentation

Education

Degrees, certifications, and relevant coursework

German Institute Professional Studies

B1 Proficiency Certificate, German Language

2021 - 2021

Attained B1 proficiency in German, demonstrating a solid understanding of the language for everyday communication. Developed skills in reading, writing, listening, and speaking German.