Open to opportunities

Okello Cynthia

@okellocynthia

Message

Remote customer support specialist driving high first-contact resolution and retention.

Kenya

Message

What I'm looking for

I seek a remote role focused on customer success and technical support where I can reduce response times, improve satisfaction, and drive retention while working in a collaborative, process-driven team.

I am a customer support professional with over five years' experience delivering high-quality phone, email, and chat support in remote-friendly environments.

At BetAfric I handled 60+ daily inquiries, achieved a 95% first-contact resolution rate, processed orders and refunds with 99% accuracy, and helped raise customer satisfaction by 25% through professional escalations.

Earlier at SpotyBet I supported 50+ clients daily, delivered technical support for digital research platforms, contributed to company-wide service improvements, and increased repeat client engagement by 20%.

I bring strong communication, problem-solving, CRM and ticketing expertise, and a disciplined approach to remote operations and time management—ready to join a team focused on excellent customer outcomes.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

BetAfric

Jan 2023 - Jan 2025 (2 years)

Handled 60+ daily customer inquiries via phone, email, and chat, achieving a 95% first-contact resolution rate and reducing repeat contacts by 30% through accurate order, refund, and exchange processing.

Customer Support Phone Support Email Support Live Chat CRM

Customer Support Representative

SpotyBet

Jan 2019 - Jan 2022 (3 years)

Provided timely support to 50+ clients daily and delivered technical support for digital research platforms, improving task success rates by 30% and increasing repeat client engagement by 20%.

Customer Support Technical Support Live Chat Ticketing Systems Client Relations Compliance Remote Support