Lavender Ogutu

I am a customer service professional experienced in handling high-volume inquiries via chat, email, and phone, with a focus on empathy, accuracy, and timely resolution. I consistently apply strong communication and multitasking skills to maintain customer satisfaction and accurate records.

At CCI Kenya, I resolved complaints, processed requests (applications, refunds, account updates), and escalated complex issues while using CRM tools like Salesforce Service Cloud, Zendesk, Five9 and Demandware. I also supported cross-team collaboration to ensure efficient issue resolution and stayed current with product and policy changes.

Previously, I supported merchant onboarding at Bolt Food, guiding account setup and documentation. I hold a BSc in Computer Science and a Diploma in Information Technology, and I bring solid administrative and technical skills including Microsoft Office, Google Workspace, data entry, and basic IT navigation.