lily hope
@lilyhope
Award-winning customer service professional with proven excellence.
KenyaWhat I'm looking for
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
Customer Satisfaction Team Leader
ECOM SERVICES LTD
Feb 2015 - Present (11 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.
Senior Customer Satisfaction Associate
ECOM SERVICES LTD
Jun 2013 - Feb 2015 (1 year 8 months)
As a Senior Customer Satisfaction Associate, I screened and moderated user-submitted content, answered support requests, and handled fraud-related tasks while maintaining office cleanliness and managing advanced support functions.
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.
PA to the CEO / Head of Customer Care
PEAK PERFORMANCE INTERNATIONAL
Jan 2006 - Oct 2008 (2 years 9 months)
Managed the front office and client reception, maintained the CEO's diary, and coordinated communication among departments. I handled telesales, reports, and cash management, ensuring smooth operations.
Education
Degrees, certifications, and relevant coursework
Maseno University
Advanced Diploma, Public Relations
2009 -
Completed an Advanced Diploma in Public Relations, focusing on communication strategies, media relations, and public engagement.
Northern Heritage Business Systems
Certificate, Information Technology
2004 -
Obtained a Certificate in Information Technology, focusing on computer systems, software applications, and IT support.
Kenya Polytechnic University College
Certificate, Librarianship
2000 -
Earned a Certificate in Librarianship, covering library management, information organization, and user services.
Availability
Location
KenyaAuthorized to work in
Job categories
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