Open to opportunities

Josephine Akinyi

@josephineakinyi

Customer support professional driving SLA compliance, retention, and process improvements through CRM and data-driven advocacy.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can use CRM and data skills to improve SLAs, mentor teams, and drive retention within a collaborative, growth-oriented company.

I am a customer support professional with hands-on experience resolving escalated tickets via email and live chat while consistently exceeding satisfaction benchmarks. I leverage CRM platforms like Zendesk and Salesforce alongside SQL reporting to streamline workflows and improve data accuracy.

At Precise Science Limited I resolved 50+ escalated complaints daily, trained new hires on CRM best practices, and reduced processing times for returns by 25%, contributing to a 15% improvement in client retention. Previously, I developed complaint resolution strategies that cut grievances by 30% and maintained high service ratings at Hesco Limited.

I bring strong interpersonal skills—effective communication, active listening, and conflict resolution—paired with process orientation in SLA management and productivity optimization. My background in procurement and project management supports cross-functional collaboration and operational improvements.

I am passionate about customer advocacy and continuous improvement, mentoring teammates, and using data to inform service enhancements that boost satisfaction and reduce churn.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

Precise Science Limited

Jan 2024 - Present (2 years)

Resolved 50+ escalated complaints daily via email and live chat, achieving CSAT scores 13% above company average and reducing processing time for returns by 25% through workflow improvements.

Zendesk Salesforce Live Chat Email Support Ticket Resolution SLA Management Data Entry Process Optimization Customer Retention

Customer Support Representative

Hesco Limited

Jan 2022 - Dec 2023 (1 year 11 months)

Achieved an 87% customer service rating and developed complaint resolution strategies that cut grievances by 30%, while streamlining documentation to reduce retrieval times by 20%.

Customer Relationship Management Documentation Cross Functional Collaboration Reporting

Customer Support Representative

Imperial Leather Kenya

Jan 2021 - Jul 2021 (6 months)

Delivered a 95% successful resolution rate on escalated cases and implemented feedback initiatives that improved response efficiency by 15%, supporting orders and returns to maintain SLA targets.

Escalations Customer Feedback SLA Management Conflict Resolution Communication Multitasking Customer Advocacy

Education

Degrees, certifications, and relevant coursework

Unknown Institution

Certificate in Financial Analysis, Financial Analysis

2023 - 2024

Completed a Certificate in Financial Analysis; issuing institution and further details were not specified.

Kenya Methodist University

Bachelor in Procurement and Supply Chain Management, Procurement and Supply Chain Management

2021 - 2024

Pursued a Bachelor in Procurement and Supply Chain Management with coursework focused on procurement processes, supply chain operations, and logistics management.