Open to opportunities

Mercy Chepkemoi

@mercychepkemoi

Message

Motivated economics graduate with expertise in quality assurance and analysis.

Kenya

Message

What I'm looking for

I am looking for a role that values analytical skills and offers growth opportunities.

I am a highly motivated and results-oriented individual with a Bachelor of Arts in Economics from the University of Nairobi and over three years of experience in quality assurance, customer satisfaction, and economic analysis. My strong organizational, analytical, and problem-solving skills make me a valuable asset in improving organizational performance. Currently, I work with Teleperformance, where I oversee quality assurance of customer feedback and train agents on customer service protocols.

Throughout my career, I have demonstrated my ability to resolve complex inquiries and enhance customer satisfaction through effective training and process improvement initiatives. My experience includes collaborating with IT teams to optimize service delivery and maintaining clear communication with stakeholders. I am now seeking a position that allows me to leverage my analytical skills and economic knowledge to contribute positively to an organization.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert

Current

Teleperformance

Oct 2022 - Present (2 years 8 months)

Responsible for quality assurance of customer feedback, training agents on customer service protocols, and providing guidance on complex client inquiries. Focused on improving customer service processes and agent productivity.

Quality Assurance Customer Training Data Analysis Process Improvement Problem Solving Leadership Communication Teamwork

Customer Service Representative

Teleperformance

Feb 2022 - Sep 2022 (7 months)

Resolved customer inquiries via phone and chat, achieving high customer satisfaction. Assisted with account setup and provided technical support while maintaining detailed records of interactions.

Customer Support Communication Skills Problem Solving Data Management Technical Troubleshooting Relationship Building Team Collaboration Time Management Conflict Resolution

Intern Account Assistant

Diamond Trust Bank

Aug 2021 - Jun 2021 (-1 years 10 months)

Maintained financial records, conducted bank reconciliations, and communicated with clients regarding payments. Assisted with audits and organized financial documentation.

Bank Reconciliation Data Entry Client Communication Audit Documentation Management Problem Solving Time Management Teamwork

Student Attaché

Postbank

Mar 2020 - Apr 2020 (1 month)

Compiled and reconciled financial data, verified accuracy in accounting records, and maintained comprehensive records of financial transactions to support management decisions.

Financial Data Financial Accuracy Records Management Financial Reporting Problem Solving Communication Skills Team Collaboration Time Management

Education

Degrees, certifications, and relevant coursework

Generation Programme Kenya

Certificate, Customer Service

2022 - 2022

Completed a Certificate in Digital Customer Service, enhancing skills in customer interaction and service delivery in a digital environment.

University of Nairobi

Bachelor of Arts, Economics

2018 - 2022

Completed a Bachelor of Arts in Economics, focusing on economic theories, data analysis, and quantitative methods to understand economic behavior and improve organizational performance.