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Jescar Kiptui

@jescarkiptui

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Customer Experience Specialist with expertise in support and marketing.

Kenya

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What I'm looking for

I am looking for a role that allows me to leverage my customer support expertise while fostering a culture of continuous learning and improvement.

I am a dedicated Customer Experience Specialist with over 8 years of experience in enhancing customer satisfaction and driving revenue through effective communication and up-selling strategies. My journey has equipped me with the skills to diagnose and resolve customer issues efficiently, ensuring that clients receive the best possible support. I have a proven track record of achieving high customer satisfaction scores and improving team performance through training and mentorship.

Throughout my career, I have successfully managed high-volume customer inquiries and implemented targeted initiatives that resulted in significant improvements in customer feedback and resolution times. My experience with tools like Zendesk, Jira, and Slack has allowed me to optimize team communication and project tracking, contributing to a more streamlined customer support process. I am passionate about creating positive user experiences and am always looking for ways to enhance my skills and knowledge in the customer support field.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

Social Development Group - Ecom Services Ltd

Aug 2023 - Jan 2025 (1 year 5 months)

Diagnosed and resolved customer issues through calls and tickets, ensuring customer satisfaction and attainment of support KPIs. Collected and analyzed customer feedback while educating clients on product features and troubleshooting processes.

Customer Support Zendesk Customer Satisfaction Problem Solving Data Analysis Communication KPIs

Customer Satisfaction Associate

Social Development Group - Ecom Services Ltd

Oct 2022 - Aug 2023 (10 months)

Increased sales through effective up-selling and resolved escalated issues within 24 hours. Managed onboarding and training of new agents, improving customer satisfaction scores and reducing call resolution time.

Customer Support Zendesk Jira Team Management Customer Feedback Communication Sales Strategy

Service Delivery Associate

Sama

Jan 2019 - Oct 2022 (3 years 9 months)

Processed data work by resolving discrepancies and maintaining data requirements. Contributed to team efforts by accomplishing related results as needed.

Data Processing Team Collaboration Problem Solving

Customer Service Representative

StarTimes Media

Jan 2016 - Jan 2020 (4 years)

Performed data entry and troubleshooting for customer problems, managed database records, and conducted telesales activities to maintain solid customer relationships.

Customer Service Data Entry Telesales Problem Solving Communication Relationship Management

Corporate Communications

Rift Valley Water Services Board

Mar 2015 - Jan 2016 (10 months)

Handled appointment setting, marketing through social media, and writing articles for newsletters. Developed communication plans and organized events.

Communication Social Media Marketing Content Creation

Advertising and Marketing Executive

Radio Africa Group

May 2012 - Mar 2015 (2 years 10 months)

Met sales targets through hard selling and negotiation for advertising space. Maintained effective client service and developed strong interpersonal skills.

Sales Negotiation Client Services Advertising Market Analysis Interpersonal Skills

Education

Degrees, certifications, and relevant coursework

Egerton University

Bachelor of Arts, Communication and Media

Grade: Second Class Honors (Upper Division)

Studied Communication and Media, achieving Second Class Honors (Upper Division). Developed skills in effective communication, media strategies, and public relations.

Arutani Girls High School

Kenya Certificate of Secondary Education, Secondary Education

Grade: Grade B

Completed the Kenya Certificate of Secondary Education with a Grade B, demonstrating strong academic performance and foundational knowledge in various subjects.