OAOloo Akoth
@olooakoth
Customer support executive with 8 years of diverse industry experience.
KenyaWhat I'm looking for
I am a dedicated customer support executive with over 8 years of experience across education, fintech, and B2C SaaS industries. My career has been marked by a commitment to enhancing customer experiences and advocating for their needs within cross-functional teams. I thrive in fast-paced environments, adeptly managing tight deadlines while ensuring exceptional service delivery.
Throughout my tenure, I have achieved significant milestones, including a 95% customer satisfaction rate at Sendwave by efficiently handling over 60 daily inquiries. My proactive approach led to a 55% reduction in account fraud through effective risk detection. I am passionate about continuous improvement, having developed knowledge base articles that increased first-call resolution rates by 20%. My strong leadership skills enable me to inspire teams towards achieving common goals and enhancing overall service quality.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Sendwave
Apr 2021 - Jun 2023 (2 years 2 months)
Managed over 60 daily inquiries through calls, emails, and live chat, achieving 95% customer satisfaction. Conducted onboarding due diligence and identified fraud patterns, reducing account fraud by 55%. Collaborated with various departments to enhance customer service processes.
Front Desk Admin/Customer Support
UNICAF University
Jun 2019 - May 2023 (3 years 11 months)
Managed communication flow by screening calls for management and addressing applicant issues. Coordinated company travel plans and collaborated with HR for resume screening and interview arrangements.
Telesales Agent
Sendy Limited
May 2019 - Jun 2019 (1 month)
Assisted customers with app navigation and resolved inquiries to enhance user experience.
Customer Support Executive/Office Admin
SPENN Kenya
Oct 2017 - Nov 2018 (1 year 1 month)
Provided excellent customer service and trained customers on system usage. Prepared detailed reports on customer status and managed social media channels to enhance online interaction.
Customer Care Representative/Service Tracking Executive
Horizon Contact Centers
Mar 2016 - Sep 2017 (1 year 6 months)
Provided troubleshooting assistance and managed tickets for timely resolution. Conducted post-repair surveys to confirm issue resolution and improve service quality.
Call Centre Agent
Star Times Kenya
Apr 2015 - Feb 2016 (10 months)
Managed over 140 daily customer calls and operated 100+ accounts, contributing to product upselling and business growth.
Education
Degrees, certifications, and relevant coursework
East African School of Media Studies
Diploma, Mass Communication and Broadcast Journalism
Completed a Diploma in Mass Communication and Broadcast Journalism, focusing on media practices, communication theories, and journalism ethics.
Google Digital Skills for Africa
Certification, Digital Marketing
Achieved certification in the Fundamentals of Digital Marketing, covering essential digital marketing strategies and tools.
Availability
Location
KenyaAuthorized to work in
Job categories
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