PC

Open to opportunities

Phyllis Chepkoskei

@phyllischepkoskei

I’m a customer-focused call centre agent who resolves issues fast while keeping accurate CRM records.

What I'm looking for

I’m looking for a customer-focused role where I can resolve issues quickly, meet clear KPIs, and work with strong compliance and data-protection standards. I enjoy fast-paced, target-driven environments with supportive teams and continuous improvement.

I’m a detail-oriented, customer-focused professional with over 4 years of experience in high-volume call center and client-facing environments. I handle customer inquiries, resolve concerns efficiently, and maintain accurate CRM documentation.

In my most recent roles, I’ve supported customers across digital platforms and managed both inbound and outbound calls while meeting service quality standards. I assist with account clarifications, escalations, and timely issue resolution—while ensuring confidentiality and compliance.

I consistently meet and exceed KPIs, including call handling time and customer satisfaction, and I document interactions in CRM systems with strong data accuracy. I’m also comfortable with performance tracking and professional communication (verbal and written) to keep customers informed and confident.

Before call center work, I built client relationships and supported sales through personalized product recommendations. I also managed daily store operations, cash handling, reconciliation, and internal controls—strengthening my reliability, risk awareness, and customer care mindset.

Experience

Work history, roles, and key accomplishments

FR

Current

Virtual Assistant - Support

Current

Freelance

May 2025 - Present (1 year 1 month)

Provided remote administrative and customer support across multiple digital platforms, responding to inquiries with professionalism and confidentiality. Managed client email communication, scheduling, and compliant documentation of customer interactions.

Customer Support Email Communication Scheduling Confidentiality Administrative Support

CI

Call Centre Agent

CCI International

Jan 2023 - Dec 2024 (1 year 11 months)

Managed high-volume inbound and outbound calls, assisting customers with inquiries, account clarification, and issue resolution. Documented interactions in CRM systems, consistently meeting and exceeding KPIs for call handling time and customer satisfaction.

Outbound Calling Customer Service CRM Systems Complaint Resolution KPI Tracking Customer Satisfaction

DD

Sales Representative

Dacona Winery and Distillery

Oct 2021 - Nov 2022 (1 year 1 month)

Built and maintained strong client relationships through personalized service, identifying customer needs and recommending suitable products. Resolved customer complaints efficiently and maintained accurate sales and transaction records.

Client Relationship Management Recommendations Sales Support Complaint Resolution Transaction recording Customer Service

LI

Assistant Store Manager

LifaStore

Jan 2019 - Feb 2020 (1 year 1 month)

Supervised daily store operations and supported customer service delivery, handling complaints and resolving disputes professionally. Managed cash handling, reconciliation, and record-keeping with high accuracy while ensuring adherence to operational procedures and internal controls.

Store Operations Customer Service Complaint Handling Cash Handling Record keeping Internal Controls Dispute Resolution Operational Compliance

Education

Degrees, certifications, and relevant coursework

KU

Kenyatta University

Bachelor of Economics, Economics

Earned a Bachelor’s degree in Economics from Kenyatta University.

KU

KCA University

Certified Public Accountant (CPA), Accounting

Completed Certified Public Accountant (CPA) studies at KCA University.

Tech stack

Software and tools used professionally

Gmail

Remote

Jan

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