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Luta User

@lutauser

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Customer support specialist with a focus on client satisfaction and growth.

Kenya

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What I'm looking for

I seek a role that values customer satisfaction and offers growth opportunities.

With over five years of experience in customer support and risk management, I have honed my skills in delivering exceptional service and driving revenue growth. My journey began at Sendwave International Remittance, where I initiated an outbound calls project that significantly expanded our client base, leading to my promotion to Senior Customer Support Specialist. My commitment to understanding customer needs and providing tailored solutions has been a cornerstone of my professional ethos.

At Isuzu East Africa Limited, I developed valuable skills in cash management and client relationship management. I pride myself on my ability to actively listen to customers, address their concerns, and resolve issues efficiently. My educational background includes a Bachelor of Commerce in Accounting and Finance from Kenyatta University, complemented by certifications in service advisory and English proficiency. I am passionate about helping others and building lasting connections, which I believe is essential in fostering customer loyalty and satisfaction.

Experience

Work history, roles, and key accomplishments

Senior Customer Support Specialist

Sendwave International Remittance

Jun 2021 - Jun 2023 (2 years)

Led customer support initiatives, addressing inquiries and resolving issues to enhance customer satisfaction. Promoted to Senior Customer Support Specialist after successfully initiating an outbound calls project that expanded the client base significantly.

Customer Service Problem Solving Project Management Data Analysis CRM Software Communication Team Collaboration Customer Satisfaction Upselling Cross Selling

Volunteer Workshop Organizer

Jiwo Paro Project

Apr 2023 - May 2023 (1 month)

Organized workshops to empower underprivileged women and girls by teaching tailoring skills, aimed at fostering financial independence.

Community Engagement Teaching Communication Team Collaboration Event Planning Leadership Problem Solving Mentorship

Call Centre Representative

GiveDirectly

Jan 2020 - Jun 2021 (1 year 5 months)

Managed client registrations and appointments while enhancing customer engagement through proactive communication. Successfully converted over 1000 clients by addressing stalled onboarding processes.

Customer Engagement Sales Communication Inventory Management Problem Solving Data Entry Customer Relationship Management Team Collaboration

Customer Support Executive

Bliss Hospital

May 2018 - Dec 2019 (1 year 7 months)

Provided exceptional customer service, ensuring satisfaction through effective communication and problem resolution. Managed client information and maintained accurate records for decision-making.

Customer Service Communication Problem Solving Cash Management Team Collaboration Training Data Entry Customer Satisfaction

Data Associate/Sales Associate

Digital Divide Data

Apr 2014 - May 2018 (4 years 1 month)

Supported sales and data collection efforts, contributing to operational efficiency and customer satisfaction. Engaged in various administrative tasks to streamline processes.

Data Collection Sales Administrative Support Communication Problem Solving Customer Service Team Collaboration Time Management Data Entry Research

Education

Degrees, certifications, and relevant coursework

LutaPeris E

Certificate, Spanish Language and Literature

2023 - 2024

Pursuing a Certificate in Spanish Language and Literature, enhancing language skills and cultural understanding.

Kenyatta University

Bachelor of Commerce, Accounting and Finance

2016 - 2021

Completed a Bachelor of Commerce degree with a focus on Accounting and Finance, gaining comprehensive knowledge in financial principles, accounting practices, and business management.