Open to opportunities

OKOTH ELSIE

@okothelsie

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Committed customer service professional with over 5 years of experience.

Kenya

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What I'm looking for

I am looking for a role that values client service, offers growth opportunities, and fosters a collaborative environment.

I am a dedicated customer service professional with over five years of experience in delivering exceptional client support. My expertise lies in managing high-volume inquiries, effective problem-solving, and maintaining meticulous data entry and documentation. I pride myself on my ability to build strong relationships with clients, handle complaints efficiently, and ensure timely resolutions to enhance customer loyalty.

Throughout my career, I have consistently achieved high levels of customer satisfaction by utilizing CRM software and collaborating with teams to meet Service Level Agreements (SLAs). My role as a Customer Support Associate at E-com Services Ltd has honed my skills in managing over 100 customer inquiries daily and processing numerous transactions while ensuring the security of sensitive information. I am now seeking a position where my commitment to client service and strong communication skills can contribute to the success of an organization.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

E-com Services Ltd

Nov 2019 - Present (5 years 6 months)

Responsible for handling and solving an average of 100 customer inquiries daily through email and live chat, processing calls, moderating content, and ensuring customer data accuracy in CRM software. Achieved a 95% complaint resolution rate within 24 hours.

Customer Relationship Management (CRM)Data Entry Technical Troubleshooting Order Processing Multichannel Support Problem Solving Conflict Resolution Team Collaboration

Customer Service Assistant

Ngao Building Systems Limited

Feb 2019 - Nov 2019 (9 months)

Managed over 150 customer interactions daily, providing quick solutions to queries and complaints, which contributed to a 20% increase in client retention. Improved call handling efficiency and customer wait times significantly.

Problem Solving Time Management Documentation Conflict Resolution Team Collaboration Customer Retention

Intern

Mumias Sugar Co-operative Sacco

Jul 2018 - Jan 2019 (6 months)

Processed payroll entries for over 150 employees and handled customer inquiries at the help desk, ensuring high levels of client satisfaction. Registered new members and facilitated loan applications efficiently.

Payroll Processing Data Entry Loan Processing Network System Setup Problem Solving

Education

Degrees, certifications, and relevant coursework

Generation Kenya

Certificate in Digital Customer Service, Customer Service

2021 - 2021

Completed a certificate program in Digital Customer Service, enhancing skills in online customer support and digital communication.

Kabarak University

Bachelor of Business Management and Information Technology, Business Management and Information Technology

2013 - 2017

Studied Business Management and Information Technology, focusing on the integration of technology in business processes and management strategies.

Kaimosi Girls High School

Kenya Certificate of Secondary Education, Secondary Education

2009 - 2012

Achieved the Kenya Certificate of Secondary Education, focusing on a broad curriculum that prepared for higher education and professional development.