SELPHINE OBOK
@selphineobok
I resolve customer issues across chat, email, and phone while exceeding service KPIs.
KenyaWhat I'm looking for
I've supported customers at Teleperformance Kenya since 2021, managing high volumes of inbound and outbound calls, emails, and chats while maintaining call-handling, CSAT, and QA targets.
I take ownership of complaints, resolve service issues, process requests, and work closely with other departments to deliver positive customer journeys.
Previously, I handled client queries, complaints, surveys, and customer-experience data as a Lead Call Center Agent at InfoTrack Research and Consulting Ltd. I also advised clients on insurance coverage and prepared proposals at Geminia Life Insurance.
I'm fluent in English and Swahili and use Freshdesk, Zendesk, HubSpot, Beehive, and Shopify to maintain customer records and provide accurate, empathetic support.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Teleperformance Kenya
Nov 2021 - Present (4 years 10 months)
Managed high volumes of inbound and outbound calls, emails, and chat contacts from customers. Delivered positive customer journeys while maintaining strict call-handling KPIs and achieved client and company KPIs including CSAT and QA quotas.
Lead Call Center Agent
InfoTrack Research and Consulting Ltd.
Jul 2020 - Jun 2021 (11 months)
Received calls and provided adequate feedback for client queries, solved and recorded customer complaints, collected data to improve client experience, and conducted surveys through phone calls.
Part-time Insurance Sales Agent
Geminia Life Insurance
Aug 2021 - Present (5 years 1 month)
Scheduled client meetings and follow-up calls, advised on insurance coverage, conducted periodic policy reviews, and prepared insurance proposals.
Education
Degrees, certifications, and relevant coursework
University of Eldoret
Bachelor of Science, Entomology and Parasitology
Pursued a Bachelor of Science degree in Entomology and Parasitology.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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