Open to opportunities

Kipkoech Rono

@kipkoechrono

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Customer Support Specialist with expertise in customer experience management.

Kenya

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What I'm looking for

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

I am a dedicated Customer Support Specialist with a Bachelor of Science Degree in Environmental Science from Maasai Mara University. My professional journey has equipped me with significant skills in customer experience and relationship management, particularly within the Fintech and Telecommunication industries. I excel in resolving customer complaints and enhancing customer satisfaction, always striving to meet and exceed expectations.

Throughout my career, I have successfully implemented customer experience management strategies that have increased brand awareness and customer loyalty. My experience includes working as a Digital Customer Service Representative at Standard Focus Ltd, where I assisted customers with various account issues and ensured compliance with regulatory standards. I have also contributed to retention strategies at Wananchi Group, driving revenue growth through effective customer engagement and analytics.

With strong interpersonal and communication skills, I thrive in multicultural environments and am adept at multitasking. I am passionate about leveraging my skills to create positive customer experiences and contribute to organizational success.

Experience

Work history, roles, and key accomplishments

Digital Customer Service Representative

Standard Focus Ltd

Jan 2024 - Present (1 year 6 months)

Assisted customers with account issues, game rules, payment methods, and promotions via live chat, email, or phone. Guided players through account creation, verification, deposits, and withdrawals, ensuring regulatory compliance.

Live Chat Email Support Phone Support Regulatory Compliance GDPR Payment Processing Dispute Resolution Customer Service

Customer Service Advocate

Wananchi Group(K)Ltd-Techno Brain(K)Ltd

Oct 2022 - Present (2 years 9 months)

Executed retention strategies that drove customer retention, loyalty, and revenue growth. Identified opportunities, designed, and implemented up-selling/cross-selling campaigns that increased customer share and sustainable revenue growth.

Customer Retention Loyalty Programs Revenue Upselling Cross Selling Customer Segmentation Product Lifecycle Management

Customer Service Advocate

Airtel Kenya(K)Ltd-Horizon Contact Centers(K)Ltd

Aug 2021 - Present (3 years 11 months)

Provided general and technical support to customers on Airtel products via calls, email, and social media. Maintained customer experience levels within stipulated standards and handled customer complaints professionally.

Technical Support Customer Service CRM Social Media Management Email Support Customer Experience Product Support

Program Officer, Climate Change

Kenya Red Cross Society

Jun 2020 - Present (5 years 1 month)

Chaired the climate action subcommittee, coordinating activities geared towards addressing climate change and environmental management issues. Provided technical guidance on environmental documentation, including ESIAs, RAPs, and ESMPs.

Climate Change ESIA RAPS ESMP

Assistant Program Officer, WASH

Kenya Red Cross Society

Jun 2020 - Present (5 years 1 month)

Participated in WASH, emergency, and COVID-19 response-related activities, mobilizing communities for construction and maintenance of structures. Conducted rapid and precise assessments for water and wastewater systems, schools, and housing units.

Data Collection Rapid Assessment

Education

Degrees, certifications, and relevant coursework

Maasai Mara University

Bachelor of Science, Environmental Science (Biology and Health)

Acquired a Bachelor of Science degree in Environmental Science, specializing in Biology and Health. Developed a strong foundation in environmental principles and health-related aspects.