Open to opportunities

Nereah Otieno

@nereahotieno

I am a customer-focused call center professional improving satisfaction and retention through empathetic support and process improvements.

Kenya

Message

What I'm looking for

I'm seeking a customer-centric role where I can improve CSAT and retention, apply CRM and analytics skills, mentor teammates, and drive operational improvements and sales growth.

I am a customer-focused call center professional with experience resolving high-volume inquiries and improving customer satisfaction metrics. I consistently handled an average of 50 client queries daily, achieved post-interaction satisfaction scores above 90%, reduced churn and decreased product returns through empathetic problem-solving and targeted product guidance.

I use Konnektive CRM, Salesforce, Excel and Slack to maintain data integrity, manage orders, and support operational efficiency, and I have exceeded sales targets while training and mentoring new team members. I seek to bring process improvements, strong account management and social media engagement skills to a customer-centric team.

Experience

Work history, roles, and key accomplishments

Call Center Representative

Aventus

Sep 2021 - Sep 2023 (2 years)

Resolved an average of 50 customer queries per day with first-call resolution, achieved >90% customer satisfaction, and reduced churn and product returns by issuing replacements and providing product usage guidance; consistently exceeded monthly sales targets.

Customer Service Konnektive CRM Call Resolution Sales Data Entry Customer Satisfaction

Customer Care Representative

Kisafi

Sep 2018 - Dec 2020 (2 years 3 months)

Handled ~30 clients daily across calls, chat, and email and processed ~25 orders weekly in Excel; implemented feedback-driven improvements that increased customer retention 15%, managed social media to grow orders, and trained new team members.

Customer Service Multichannel Support Excel Social Media Management order fulfillment Training Customer Feedback Analysis Slack

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor of Commerce, Accounting

Completed a Bachelor of Commerce (Accounting) program at Kenyatta University covering accounting principles, financial reporting, and related coursework.