Selline Parassi
@sellineparassi
I've resolved high-volume customer issues and improved retention across phone, email, and CRM support.
KenyaWhat I'm looking for
At Safaricom PLC, I handled 120+ customer contacts daily across phone, email, and Siebel CRM, resolving complaints, queries, and requests with empathy.
I've managed complex escalations, maintained accurate CRM records, and exceeded KPIs for speed, accuracy, attendance, and volume. My work contributed to Safaricom attaining its highest external audit rating, and I increased customer retention through practical solutions and alternatives.
As Team Champion from 2019 to 2021 and Top Performer in 2017, I trained and mentored 25 new representatives in product knowledge and service excellence.
I'm remote-ready with a dedicated setup and available for EAT/EST night shifts. I bring fluent English and Swahili communication, data-protection awareness, and experience supporting customers with minimal supervision.
Experience
Work history, roles, and key accomplishments
Customer Experience Executive
Safaricom PLC
Aug 2013 - Sep 2021 (8 years 1 month)
Handled 120+ customer contacts daily via phone, email, and CRM, resolving complaints and queries with empathy. Trained and mentored 25 new reps, achieving top performance and team champion recognition.
Education
Degrees, certifications, and relevant coursework
Mombasa Polytechnic University College
Diploma, Human Resource Management
2006 - 2008
Grade: Credit
Pursued a Diploma in Human Resource Management and Industrial Relations, achieving a Credit grade.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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