Open to opportunities

Roselavine Otieno

@roselavineotieno

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Customer Service Representative | Travel Assistant | Sales Professional | Virtual Assistant.

Kenya

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What I'm looking for

I seek a dynamic role that values customer satisfaction and offers growth opportunities.

Results-driven Customer Service and Sales professional with a strong record of high performance in remote roles. Skilled in handling high volumes of client interactions via calls, email, and SMS, while delivering fast, effective solutions. Proven ability to meet and exceed sales targets through upselling and relationship-building. Strong in client handling, communication, and time management, with a focus on customer satisfaction, loyalty, and efficient issue resolution.

Experience

Work history, roles, and key accomplishments

Current

Independent Travel Manager

Current

Dreamport

Nov 2024 - Present (10 months)

Quickly identify the customer's needs and expectations through active-listening, accurate records of customer interactions, preferences and feedback for future reference. Assist customers with creating or adjusting travel itineraries, suggesting options that best meet their needs (flights, hotels, car rentals, activities).

Customer Service Problem Solving

Inbound Customer Service

Jumia Group

Oct 2023 - Jun 2024 (8 months)

Identified customers' needs, provided clear information, and offered solutions. Built and maintained strong relationships with customers by providing timely and personalized service.

Customer Service Customer Relationship Management Problem Solving Sales Communication

Team Manager

Dime-Sailors Hockey Club

Mar 2021 - Nov 2023 (2 years 8 months)

Monitored team performance, provided constructive feedback, and conducted performance reviews to recognize achievements and address areas for improvement. Skillfully planned and successfully executed team operations including; training sessions, fitness checks, medical check-ups, friendly matches, and league matches.

Team Management Performance Monitoring Strategic Planning Resource Management Coaching

Collection Call Agent

Payloan Investments- Cashnow

Jul 2021 - Oct 2021 (3 months)

Contacted borrowers with overdue payments for payment request. Negotiated settlement plans to agreeable terms with consideration of the customer's financial capabilities.

Debt Collection Negotiation Record keeping Financial Analysis

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Diploma, Business Management

Pursued a Diploma in Business Management, gaining foundational knowledge in business operations and administration. Developed skills essential for effective organizational support and management.