Oloo Akoth
@olooakoth
Customer support executive with 8 years of diverse industry experience.
KenyaWhat I'm looking for
Over the past decade, I've built my career in customer-facing roles across diverse industries, starting in contact centres, then growing into specialist positions in fintech with SPENN and Sendwave, where I handled payment operations, fraud escalations, and high-volume support at an international level. Along the way, I've also supported students at UNICAF Scholarships and taken on social media and administrative coordination at Truelak Recruitment Agency.
Looking ahead, I'm eager to grow into a role where I can take on more responsibility, whether that's leading a support team, shaping customer experience strategy, or working closely with product teams to turn customer insights into real improvements. I want to be in an environment where quality support is seen as a business driver, not just a function, and where I can keep developing my skills in operations, process improvement, and client success.
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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