Open to opportunities

Pauline Oyoo

@paulineoyoo1

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I’m a customer support specialist who resolves escalations fast, boosts CSAT, and improves operations.

Kenya

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What I'm looking for

I’m looking for a fast-paced role where I can own customer escalations, deliver multi-channel support with strong SLAs, and continuously improve processes—while using my CRM/ticketing expertise and BLS-certified judgment to handle urgent situations.

I’m a results-driven Customer Support Specialist with 5+ years of progressive experience across customer service, emergency dispatch, and business development. I focus on resolving complex issues quickly, protecting customer satisfaction, and keeping service quality consistent in high-pressure environments.

In my current role, I manage end-to-end ticket resolution using advanced ticketing systems, delivering 98% first-contact resolution and keeping average response time under 2 hours. I prioritize and escalate 200+ tickets weekly based on urgency and SLA requirements, and I’ve maintained zero SLA breaches over a 6-month period.

Before this, I coordinated emergency response for 500+ critical incidents, providing real-time crisis support and medical guidance while staying composed under extreme pressure. I used GPS tracking systems and communication technology to optimize resource allocation, reducing average dispatch time by 15%, and I maintained detailed incident documentation for smooth handoffs.

I also bring proven growth and leadership ability from business development and team enablement, including upselling and cross-selling that helped achieve 115% of monthly sales targets and exceeding quarterly sales goals by 20%. Certified in Basic Life Support (BLS), I prioritize urgent cases using triage thinking, mentor team members, and implement process improvements that reduce repeat issues.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Expert

Current

Teleperformance

Aug 2025 - Present (11 months)

Managed end-to-end ticket resolution using advanced ticketing systems, achieving 98% first-contact resolution and average response time under 2 hours. Prioritized 200+ tickets weekly to meet SLA requirements, maintained CSAT 4.8/5.0, reduced repeat tickets by 30%, and trained 5 team members.

Ticketing Systems CRM Platforms First Contact Resolutions Email Support Live Chat SLA Management Process Optimization

Emergency Dispatcher

Rescue.co

Sep 2024 - Mar 2025 (6 months)

Coordinated emergency response for 500+ critical incidents, maintaining 95% average response time compliance. Provided real-time crisis support and medical guidance, used GPS tracking to optimize dispatch, reduced dispatch time by 15%, and handled detailed incident documentation with healthcare providers.

Crisis Support Medical Guidance GPS Resource Allocation

Remote Customer Care Agent

InTrust Communications

Jan 2024 - Mar 2024 (2 months)

Resolved 150+ customer inquiries daily across phone, email, and live chat while maintaining a 92% customer satisfaction rating. Used product knowledge to provide accurate first-call resolutions, reducing escalations by 25%, and maintained CRM records for accurate customer touchpoints.

Customer Support Phone Support Email Support Live Chat Product Knowledge First Call Resolution Customer Satisfaction

Call Centre Agent

CCI Kenya

Feb 2022 - Jun 2023 (1 year 4 months)

Provided customer service to 100+ daily callers, resolving complaints and improving retention by 20%. Achieved 115% of monthly sales targets through strategic upselling and cross-selling, and produced market research reports to support business expansion while maintaining compliant customer databases.

Customer Service Complaint Resolution Customer Retention Upselling Cross Selling Sales Target Achievement Market Research

Business Development Agent

Skyline Breweries

Feb 2018 - Nov 2020 (2 years 9 months)

Exceeded quarterly sales targets by 20% through direct sales, cross-selling, and client relationship management. Managed relationships with 50+ key accounts, achieving 85% client retention over a 3-year period, and coordinated promotional events, product launches, and sales clinics that drove 30% regional market share growth.