Open to opportunities

Lilian Osumba

@lilianosumba

Message

Dedicated customer service professional with 14 years' experience resolving complex inquiries.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can use CRM expertise, empathy, and problem-solving to improve satisfaction and mentor teammates.

I am a dedicated Customer Service Representative with 14 years of experience supporting customers across phone, email, and chat. I consistently maintain high customer satisfaction ratings by delivering empathetic, accurate service and documenting interactions in CRM systems.

I have strong skills in conflict resolution, complaint handling, remote collaboration, data entry, and training new hires; I have escalated complex cases appropriately and helped reduce repeat call rates. I am comfortable working in high-volume environments and supporting both remote and in-office teams.

I am seeking to bring my problem-solving skills, empathy, and CRM expertise to a customer-focused organization where I can continue improving customer outcomes and contribute to team success.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Neema Uhai

Aug 2006 - Present (19 years 1 month)

Provide phone, email, and chat support meeting SLAs, maintain high customer satisfaction through empathetic and accurate service, and document interactions in CRM while escalating complex cases.

CRM Conflict Resolution Phone Support Email Support Live Chat Remote Collaboration Documentation SLA Management

Customer Support Associate

Neema Uhai

Jan 2004 - Dec 2005 (1 year 11 months)

Assisted customers with billing, account, and service inquiries, reduced repeat call rates by 87%, and trained new hires on customer service protocols and CRM tools.