Open to opportunities

Nelly Kinoti

@nellykinoti

Message

Process-oriented Customer Experience Professional with 5+ years of experience.

Kenya

Message

What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth.

As a dedicated Customer Experience Professional with over five years of industry experience, I specialize in providing exceptional customer service and support. My journey has equipped me with a strong foundation in customer onboarding, administrative support, and sales, allowing me to effectively manage customer relationships and enhance overall satisfaction. I pride myself on being people-focused, building strong connections with both internal and external stakeholders.

In my recent role as a Remote Customer Service Representative, I successfully managed customer subscription accounts and resolved escalated issues, achieving an impressive average monthly CSAT score of 91.18%. My proactive approach to customer engagement has not only improved customer satisfaction but also contributed to significant revenue growth through tailored product upselling. I am passionate about leveraging my skills to create seamless customer experiences and drive organizational success.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Service Representative

Current

Marleybones

Nov 2024 - Present (9 months)

Managed customer subscription accounts, promptly resolving escalated issues using Gorgias and gathering feedback for policy improvement. Responded to inquiries via email, chat, phone, and social media, maintaining an average monthly CSAT score of 91.18%.

Gorgias Shopify Maison Hub Customer Service Subscription Management Order Processing Shipment Tracking

Remote Customer Experience Representative

Go2

Feb 2023 - Nov 2024 (1 year 9 months)

Resolved emails and inbound calls, gathering customer insights for product and process improvement. Successfully resolved PayPal, Shopify, and Stripe disputes, providing evidence to win claims and transaction chargebacks.

PayPal Shopify Stripe Customer Insights Dispute Resolution Customer Retention Upselling Communication

Customer Support Representative

Clipboard Health Call Center

Apr 2021 - Aug 2022 (1 year 4 months)

Managed and resolved up to 250 queries weekly via phone, email, and chat using Zendesk, ensuring timely appointment scheduling in adherence to HIPAA regulations. Partnered with onboarding, Salesforce, and technical teams to resolve inquiries and troubleshoot issues.

Zendesk HIPAA)Salesforce Customer Support Troubleshooting Quality Assurance Training

Human Resource Intern

Kenya Power & Lighting Co.

Jan 2021 - Mar 2021 (2 months)

Scheduled interviews for candidates in the recruitment process according to staffing needs. Supported performance management processes, provided feedback, and assisted with developing and implementing performance improvement plans.

Recruitment Performance Management Employee Relations Data Integrity Legal Compliance

PR Director

Rotaract Club of Mount Kenya University

Jan 2020 - Jan 2021 (1 year)

Managed a team of 150, building relationships with community and public interest groups through authentic people-centred messaging. Collaborated with the team to produce quality advertising material for club events and activities.

Team Management Public Relations Community Engagement Event Promotion Advertising Communication Leadership

Education

Degrees, certifications, and relevant coursework

Mount Kenya University

Bachelor’s Degree In Business Management, Human Resources

Grade: Second Class Upper Division

Completed a Bachelor's Degree in Business Management with a focus on Human Resources, achieving a Second Class Upper Division. This program provided a comprehensive understanding of business operations and human capital management.

Mount Kenya University

Diploma in Business Management, Business Management

Grade: Credit II

Obtained a Diploma in Business Management with a Credit II classification. This diploma provided foundational knowledge in business principles and practices.

Alx Africa

Certification, Virtual Assistant

Completed a Virtual Assistant Certification through Alx Africa. This certification equipped me with essential skills for remote administrative and support roles.