Open to opportunities

Rosemary Akitela

@rosemaryakitela

Customer Service Representative delivering empathetic, compliant support for US customers in fast-paced remote environments.

Kenya

Message

What I'm looking for

I’m looking for remote customer service work supporting US customers across time zones. I bring empathetic, compliant resolutions, accurate CRM updates, and fast, independent support in high-volume environments with a focus on strong CSAT and reduced churn.

I’m a customer-focused professional with 2+ years of direct experience delivering high-quality support for US-based companies remotely. I resolve complex policy, billing, and claims inquiries with empathy, maintain accurate CRM records, and guide customers end-to-end—consistently aiming for above-target CSAT in high-volume environments.

I also bring strong cross-functional coordination from remote and frontline roles, including escalating and resolving complex cases to minimize churn. Before customer support, I managed audience relations and front-of-house operations in live theatre and handled stakeholder communications as a TV Producer, strengthening my composure, documentation, and real-time problem-solving under pressure.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Lemonade Insurance

Jan 2025 - May 2026 (1 year 4 months)

Handled high-volume inbound customer contacts for US-based insurance policies via phone, chat, and email, resolving policy inquiries, billing questions, and claims with empathy and professionalism. Maintained accurate CRM records and collaborated with cross-functional teams to escalate complex cases and reduce customer churn.

Customer Support Phone Support Email Support Live Chat Support Policy Inquiries Billing Claims Processing Customer Empathy Customer Retention

Customer Service Agent

Sharper Image

Sep 2024 - Dec 2024 (3 months)

Provided frontline remote support for US customers across product inquiries, returns, order tracking, and complaint resolution through multiple channels. Coordinated with fulfillment teams to resolve delivery issues and proactively update customers.

Customer Support Returns Processing Order Tracking Complaint Resolution Order Management Proactive Customer Updates Trend Identification And Escalation

Theatre & Productions Manager

Enlightened Thespian Theatre

Jan 2020 - Sep 2024 (4 years 8 months)

Managed audience relations and ticketing as the primary point of contact for patron inquiries, complaints, and feedback. Oversaw front-of-house operations and coordinated with directors, cast, and crew to resolve event operational issues quickly.

Ticketing Complaint Handling Event Operations

TV Producer

Ndurumeni TV

May 2024 - Jul 2024 (2 months)

Managed communications between internal and external stakeholders while coordinating scheduling and logistics under tight deadlines. Solved real-time operational problems in a high-pressure environment.

Scheduling Logistics Coordination Cross Party Coordination