Open to opportunities

Ruth Sewe

@ruthsewe

Message

Dedicated customer support specialist with a focus on client satisfaction.

Kenya

Message

What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for professional growth.

I am a passionate customer support specialist with extensive experience in enhancing client satisfaction and loyalty. Currently, I serve as a Junior Additional Service Specialist at Emerging Travel Group, where I assist clients with their booking needs and maintain effective communication with hotels and suppliers. My role involves meticulous record-keeping in our CRM system, ensuring that every client request is handled efficiently.

Previously, I worked as a Customer Support Specialist at Closeder Company Ltd, where I developed lasting relationships with customers through personalized engagement and attention to detail. I utilized platforms like Zendesk to manage support tickets and collaborated with various teams to identify trends in customer feedback, ultimately improving the overall customer journey. My tenure as a User Happiness Manager at Remote Technology, Inc. further honed my analytical and problem-solving skills, allowing me to maintain a 100% customer satisfaction score while managing a high volume of inquiries.

Experience

Work history, roles, and key accomplishments

Current

Junior Additional Service Specialist

Current

Emerging Travel Group

Jun 2024 - Present (1 year 1 month)

Assisted clients and partners with requests for additional services, cancellations, and booking changes. Communicated with hotels and suppliers to ensure smooth operations and recorded all interactions in the CRM system.

Customer Service CRM Communication Problem Solving Data Entry

Customer Support Specialist

Closered Company Ltd

Jun 2023 - May 2024 (11 months)

Developed lasting customer relationships through support ticketing platforms like Zendesk, enhancing a personalized human-centric experience. Maintained high productivity standards while ensuring attention to detail in the customer journey.

Customer Support Zendesk Customer Relationship Management Customer Advocacy Problem Solving Collaboration Data Analysis

User Happiness Manager

Remote Technology, Inc

Jan 2022 - Jul 2022 (6 months)

Identified trends in customer feedback and reported bugs, documenting findings to support the internal knowledge base. Exceeded monthly KPIs by collaborating with internal teams to provide excellent customer experience, maintaining a 100% CSAT score.

Customer Feedback Analysis KPIs Zendesk Slack HubSpot Asana Notion Juro Cross Functional Collaboration Customer Satisfaction

Venue Staff Supervisor

British Council

Jun 2017 - Dec 2021 (4 years 6 months)

Facilitated the smooth administration of CAIE and IELTS examinations, achieving high Quality and Compliance audit reports. Mentored and coached a team of twenty invigilators, fostering self-directed growth and improving customer service delivery.

Team Supervision Examination Administration Quality Assurance Compliance Mentoring Coaching Customer Service Data Protection Health and Safety

Temporary Customer Service Officer

British Council

Nov 2019 - May 2020 (6 months)

Exceeded sales goals by providing outstanding customer service, converting a high percentage of incomplete IELTS registrations to complete. Managed customer inquiries via email, phone, and face-to-face, significantly reducing complaints.

Customer Service Sales Marketing Phone Support Customer Relationship Management Communication

Operations Assistant-Service Delivery

NCBA Group Kenya Plc

Aug 2011 - Aug 2014 (3 years)

Attended to customer queries and resolved complaints via multiple channels, increasing client retention by 35%. Successfully identified and prevented fraudulent activity, protecting the bank from significant financial loss.