lily hopeLH
Open to opportunities

lily hope

@lilyhope

Award-winning customer service professional with proven excellence.

Kenya

What I'm looking for

I am looking for a role that values customer satisfaction and team collaboration, with opportunities for growth and development.

I am an award-winning Customer Service professional with a proven track record of excellence, recognized for my ability to deliver exceptional customer experiences and mentor teams. Over the years, I have consistently exceeded performance goals in dynamic environments, earning multiple Employee of the Year awards.

In my current role as Customer Satisfaction Team Leader at Ecom Services Ltd, I supervise and coordinate daily activities of the sales force, handle advanced support tasks, and mentor my team to achieve our objectives. My previous experiences have equipped me with a diverse skill set, including client relationship management, sales and marketing, and public relations, which I leverage to enhance customer satisfaction and drive business success.

I am passionate about personal development and life coaching, and I continuously seek opportunities to learn and grow. I believe in the power of effective communication and teamwork, and I am dedicated to fostering a positive work environment that encourages collaboration and innovation.

Experience

Work history, roles, and key accomplishments

EL
Current

Customer Satisfaction Team Leader

ECOM SERVICES LTD

Feb 2015 - Present (10 years 4 months)

Leading the Customer Satisfaction team, I oversee support tasks, moderate user content, and respond to help requests. I mentor team members and coordinate daily activities to meet company objectives, while also handling fraud-related tasks and advanced support functions.

PY

Front Office / Relationship Manager

PEAK PERFORMANCE INTERNATIONAL YOUTH

Apr 2010 - Apr 2010 (0 months)

I served as the face of the company, managing telesales and marketing efforts, database management, and communication with clients. I also handled website management and designed promotional materials while organizing corporate social responsibility events.

Education

Degrees, certifications, and relevant coursework

MU

Maseno University

Advanced Diploma, Public Relations

2009 -

Completed an Advanced Diploma in Public Relations, focusing on communication strategies, media relations, and public engagement.

NS

Northern Heritage Business Systems

Certificate, Information Technology

2004 -

Obtained a Certificate in Information Technology, focusing on computer systems, software applications, and IT support.

KC

Kenya Polytechnic University College

Certificate, Librarianship

2000 -

Earned a Certificate in Librarianship, covering library management, information organization, and user services.

Tech stack

Software and tools used professionally

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