Morvine Ogutu
@morvineogutu
Customer Support Specialist dedicated to enhancing customer satisfaction.
ZimbabweWhat I'm looking for
I am a Customer Support Specialist with over two years of experience dedicated to enhancing customer satisfaction through effective problem resolution. My commitment to improving service quality is evident in my development of a new ticketing process that reduced response times by 30%, enabling my team to handle 20% more requests daily. Additionally, I created a comprehensive FAQ resource that decreased repetitive inquiries by 25%, allowing my colleagues to focus on more complex issues.
In my previous role at Fourth Generation Capital, I assisted customers daily, ensuring a high level of satisfaction across multiple communication channels. I trained and onboarded five new support agents, which improved team efficiency and contributed to a 15% increase in overall customer satisfaction ratings. My analytical skills have also allowed me to analyze feedback trends and collaborate with product teams to implement changes, resulting in a 10% reduction in complaints related to product issues within six months.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Apollo Agriculture
Feb 2023 - Present (2 years 5 months)
Assisted customers daily by addressing inquiries and resolving issues, ensuring a high level of satisfaction across multiple communication channels. Developed a new ticketing process that reduced response times by 30%, which not only improved customer experience but also allowed the team to handle 20% more requests per day.
Customer Service Representative
Fourth Generation Capital
Jan 2022 - Present (3 years 6 months)
Assisted customers daily by addressing inquiries and resolving issues, ensuring a high level of satisfaction across multiple communication channels. Developed a new ticketing process that reduced response times by 30%, which not only improved customer experience but also allowed the team to handle 20% more requests per day.
Education
Degrees, certifications, and relevant coursework
Technical University Of Mombasa
Unknown, Unknown
Attended Technical University of Mombasa from September 2020 to September 2022. Specific field of study and degree obtained are not provided.
St. Pius Uriri High School
High School Diploma, General Studies
Completed secondary education at St. Pius Uriri High School between February 2015 and November 2019. Details regarding specific academic achievements or programs are not available.
Migori Primary school
Primary School Certificate, General Studies
Attended Migori Primary School from January 2006 to December 2014. This period covers the foundational years of primary education.
Availability
Location
ZimbabweAuthorized to work in
Job categories
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