Open to opportunities

Kulthum Said

@kulthumsaid

Message

Customer service-focused operations expert delivering accurate, compliant, real-time support.

Kenya

Message

What I'm looking for

I’m looking for a customer service representative role where I can apply my communication and problem-solving skills, deliver efficient support, resolve inquiries accurately, and help create a positive customer experience while meeting organizational goals.

I’m a customer-service focused Operations Customer Expert, using advanced voice-recognition to shadow and revoice live phone conversations verbatim while maintaining high accuracy. I also document environmental audio cues so callers’ communication context is captured clearly.

I take compliance seriously, adhering strictly to FCC regulations and HIPAA guidelines and maintaining 100% caller confidentiality and data privacy. In high-pressure queues, I rapidly edit software-generated typos and punctuation and consistently meet schedule adherence and call-handling goals.

Earlier, I supported 50+ clients weekly as an Independent Travel Manager, selecting and booking airline tickets and tour packages with 100% reservation accuracy while minimizing travel disruptions. Before that, as an Acting Amanah Business Banker / Sales Executive, I resolved 95% of inquiries within 24 hours, maintained client satisfaction above 90%, and drove 30% growth through cross-selling and relationship building.

Experience

Work history, roles, and key accomplishments

Current

Operations Customer Expert

Current

Teleperformance Kenya

Apr 2026 - Present (3 months)

Shadow and revoice live phone calls with real-time transcription using voice-recognition tools. Maintain caller confidentiality and comply with FCC and HIPAA requirements while editing transcripts and meeting call queue performance targets.

Voice Recognition Call Handling Queue Management FCC HIPAA Data Privacy Confidentiality

Independent Travel Manager

Dreamport Ltd

Apr 2025 - May 2025 (1 month)

Assisted 50+ clients weekly with selecting and booking airline tickets and tour packages. Used booking systems to maintain reservation accuracy and provide professional follow-up to minimize travel disruptions.

Travel Reservations booking systems Client Communication Booking Accuracy

Amanah Business Banker / Sales

National Bank of Kenya Ltd

Mar 2022 - Mar 2025 (3 years)

Resolved customer inquiries within 24 hours, maintaining strong client satisfaction. Managed and retained business banking clients, achieving 30% growth through cross-selling while ensuring accurate, confidential handling of client data and transactions.

Inquiries Handling Customer Service Business Banking Sales Cross Selling Client Relationship Management Confidentiality

Polling & Counting Clerk

Independent Electoral and Boundaries Commission

Aug 2022 - Aug 2022 (0 months)

Managed daily voter queues of 100+ and prioritized individuals with special needs to support smooth operations. Provided clear, respectful communication to a diverse audience, resulting in zero formal complaints during activities.

Queue Management Voter Support