Open to opportunities

Lizcarol Jumah

@lizcaroljumah

Message

Customer Support Specialist focused on improving retention, streamlining processes, and delivering exceptional service.

Kenya

Message

What I'm looking for

I seek a role where I can improve customer retention and processes, mentor new hires, and contribute to a collaborative, growth-focused team.

I am a dedicated Customer Support Specialist with hands-on experience in retention, onboarding, and operations, backed by a BA in International Relations and a diploma in Customer Service. At Sweep South I improved customer satisfaction by cutting problem management time 50%, persuaded 20% of dissatisfied customers to stay, prepared management reports and presentations, and supported clients via phone, email and Zendesk.

I have experience training and onboarding new hires, performing background checks, cold-calling leads, and streamlining office communications to reduce call-transfer times by 20%. I bring strong communication, critical thinking, multitasking and time-management skills, and I am committed to continuous learning and delivering reliable, empathetic customer service.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

SweepSouth

Jul 2022 - Present (3 years 5 months)

Carried out retention calls that convinced 20% of dissatisfied customers to stay, reduced problem management time by 50% through new processes, and provided end-to-end support via phone, email and Zendesk.

Customer Support Retention Zendesk Onboarding Process Improvement Email Support Phone Support

Operations Assistant

SweepSouth

Nov 2021 - Jul 2022 (8 months)

Maintained positive client relationships, expedited resolution of customer complaints, trained and guided new hires, and performed candidate background checks to improve hiring quality.

Customer Relations Training Cold Calling Onboarding Presentation Administrative Support

Trade Advisory Intern

Kenya Export Promotion and Branding Agency

Dec 2020 - Aug 2021 (8 months)

Supported the Trade Advisory Department with data entry, report revamps that improved clarity and reduced review time, and implemented a call handling system that cut transfer times by 20%.

Data Entry Report Writing Research Administrative Support Minute Taking

Disaster Management Attache

Kenya Red Cross Society

Jan 2019 - May 2019 (4 months)

Assisted communities affected by disasters, performed blood drive services, and ensured efficient service delivery to vulnerable populations while supporting departmental administration.

Disaster Response Community Outreach Blood Drive Coordination Minute Taking