Selestine Akelo

Analyzed patterns, behaviors, and anomalies to identify potential fraud attempts and continuously monitored customer accounts for unusual or suspicious activities. Provided assistance and support to customers who may have fallen victim to fraud, helping them recover their accounts and funds.

Conducted internal Alpha testing to identify and fix bugs and fraudulent activities, escalating feedback to the team leader. Contributed to developing brand identity, including logo, colors, messaging macros, product FAQs, and solutions for unrecognized chatbot text.

Provided app assistance and troubleshooting for users, helping them submit identification documents to fulfill compliance and regulatory requirements. Prevented fraud through various verification processes and assisted users in confirming transactions.

Built sustainable relationships and trust with customers through open and interactive communication, identifying current issues and ongoing problems that needed to be addressed. Handled incoming customer queries and resolved them firsthand, making follow-ups with clients to confirm satisfaction.

Provided advice, information, and assistance to callers, attempting to resolve all inquiries on first contact. Accurately recorded details of calls and issues on logging software, maintaining a professional and courteous manner at all times.

Managed large amounts of incoming calls, emails, chats, and social media queries, identifying and assessing customer needs to achieve satisfaction on first-hand resolution. Kept records of customer interactions, processed customer accounts, and filed documents in the CRM system.

Managed front office operations and handled reservations for guests. Ensured smooth check-in and check-out processes and addressed guest inquiries.

Completed a comprehensive diploma program focusing on hospitality management principles and practices. Gained expertise in various aspects of hotel and restaurant operations.

Obtained a certificate in Hospitality Management, providing foundational knowledge in the industry. Developed essential skills for entry-level positions in hospitality.

Completed secondary education, earning the Kenya Certificate of Secondary Education. Acquired a broad range of academic knowledge and foundational skills.