RNRehema Nerima
@rehemanerima
Customer-focused support specialist with over 3 years of experience.
KenyaWhat I'm looking for
I am a dedicated customer support specialist with over three years of experience in delivering exceptional service through live chat, email, and call centers, including remote environments. My expertise lies in resolving inquiries, managing high-volume interactions, and consistently exceeding key performance metrics such as response time and customer satisfaction.
At Talentpop, I excelled in providing live chat and email support, ensuring high customer satisfaction and quick issue resolution. I proactively identified customer pain points and suggested process improvements, enhancing service efficiency. My previous role as a Call Center Agent at Mwananchi Credit Ltd allowed me to demonstrate exceptional problem-solving skills, resulting in significant improvements in efficiency and customer satisfaction.
With a strong passion for building customer relationships, I am proficient in tools like Slack and Gorgias. I thrive in fast-paced environments and am committed to ensuring seamless support experiences for clients. I am eager to leverage my skills and experience to contribute positively to a dynamic team.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Talentpop
Jul 2024 - Present (11 months)
Excelled in providing live chat and email support for e-commerce clients, ensuring high customer satisfaction and quick issue resolution. Managed multiple customer interactions simultaneously while maintaining high satisfaction scores and meeting key performance metrics.
Call Center Agent
Mwananchi Credit Ltd
Jan 2020 - Feb 2024 (4 years 1 month)
Demonstrated exceptional problem-solving skills by collaborating with departments to streamline customer service operations, resulting in significant improvements in efficiency and customer satisfaction. Provided excellent customer service and resolved client inquiries effectively.
Tour Consultant
SirKobi Safaris
Oct 2020 - Jun 2021 (8 months)
Specialized in curating personalized travel experiences and providing top-notch customer service. Assisted clients with booking tours and travel arrangements while managing social media platforms to engage with customers.
Administrative Intern
Ticket To Fly Tours and Travel Ltd
Jul 2018 - May 2019 (10 months)
Contributed to the efficiency of daily operations by providing exceptional administrative and organizational support. Organized records, coordinated promotional events, and handled client inquiries efficiently.
Education
Degrees, certifications, and relevant coursework
MUMoi University
Bachelor of Arts, Tours and Travel Operations Management
Studied Tours and Travel Operations Management at Moi University School of Tourism Hospitality and Events Management.
Keveye Girls' High School
Kenya Certificate of Secondary Education
Completed the Kenya Certificate of Secondary Education.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Job categories
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