Samwel Anyolo
@samwelanyolo1
Customer Support leader with 8 years’ experience improving satisfaction, retention, and service processes across channels.
United StatesWhat I'm looking for
I’m a Customer Support professional with 8 years of experience, including leadership as a Customer Support Team Lead. I focus on clear, multi-channel communication to help customers understand their options and feel confident moving forward.
In my remote roles, I improved customer outcomes by building better experiences through process optimization and responsive complaint handling. I enhanced customer understanding by 15% using phone, email, and chat, and used feedback analysis to improve record management and retention by 12%.
I also strengthened satisfaction and performance through hands-on support and coaching. As a Customer Service Representative, I managed 80+ inquiries daily and increased customer satisfaction by 20% through personalized issue resolution, while collaborating with remote teams to optimize service protocols.
I’m now seeking a Customer Support role where I can leverage CRM systems, conflict resolution, and empathy to turn issues into trust. I bring strong product knowledge, documentation and onboarding support, and a commitment to measurable improvements in service efficiency and long-term retention.
Experience
Work history, roles, and key accomplishments
Engaged prospective customers for insurance quotes and policy information via outbound campaigns, qualifying leads and transferring interested customers to licensed agents to complete and close policies. Educated customers on auto, home, renters, and bundling options while maintaining accurate CRM call notes and lead status and meeting daily transfer, conversion, and QA standards.
Customer Support Team Lead
Lawton Lighthouse
May 2023 - May 2025 (2 years)
Improved customer understanding by 15% using phone, email, and chat support, while analyzing feedback to optimize record management and strengthen retention. Identified and recommended process improvements that increased service efficiency and contributed to a 10% boost in customer retention.
Resolved 80+ customer inquiries per day using detailed product knowledge to address issues efficiently and increase customer satisfaction by 20%. Collaborated with remote teams to optimize service protocols and improve overall team performance.
Customer Service Representative
Metro By T-Mobile
May 2022 - Oct 2022 (5 months)
Provided customer support across multiple communication platforms to improve customer understanding and satisfaction. Resolved inquiries and complaints and used customer feedback to refine processes that strengthened record management and retention.
Customer Service Associate
Bubbly Management Group
Jan 2020 - May 2022 (2 years 4 months)
Resolved complex customer questions with strong communication and issue prioritization to maintain high satisfaction. Improved operational efficiency by creating documentation and supporting team training and onboarding, while strengthening client relationships to support smooth product integration and ongoing engagement.
Services & Facilities Executive
Kava Hybrid Agency Services and Facilities
Aug 2017 - May 2019 (1 year 9 months)
Analyzed call patterns and refined customer service protocols to improve operational efficiency. Oversaw complaint resolution that informed policy updates based on client needs and managed multi-site inventory to ensure resource availability for optimized service delivery.
Education
Degrees, certifications, and relevant coursework
Unknown
Bachelor of Arts, International Relations
Earned a Bachelor of Arts in International Relations, completed in 2019.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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