Open to opportunities

Serah James

@serahjames

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Dynamic Client Relations Specialist and Virtual Assistant with proven expertise.

Kenya

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What I'm looking for

I am looking for a role that values client satisfaction and offers opportunities for professional growth in a supportive team environment.

I am a dedicated Client Relations Specialist and Virtual Assistant with a proven record of elevating client satisfaction and streamlining virtual support processes. My experience includes managing high volumes of client inquiries, resolving complex issues, and fostering long-term loyalty through personalized support. I have successfully implemented strategies that improved client retention by 20% and reduced response times by 30%, resulting in measurable gains in customer satisfaction.

Proficient in CRM tools and remote collaboration platforms, I am committed to delivering exceptional client experiences in global, virtual environments. My adaptability and attention to detail have enabled me to optimize client relations and operational efficiency. I thrive in fast-paced settings and am passionate about enhancing customer engagement through effective communication and problem-solving.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Kantar

Jun 2023 - Aug 2023 (2 months)

Strengthened client relationships through tailored responses, increasing satisfaction scores by 20%. Addressed complex inquiries, reducing average handling time by 25% and boosting customer loyalty. Initiated service improvements based on client feedback, contributing to a 15% increase in positive feedback.

Client Relationship Management Time Management

Senior Call Center Representative

Sendwave

Nov 2021 - May 2023 (1 year 6 months)

Handled high volumes of customer inquiries with a 98% response rate. Conducted quality reviews on transactions and trained new team members on client relations best practices, resulting in a 35% increase in team efficiency.

CRM Software Time Management Virtual Collaboration Organizational Skills

Customer Service Agent

Influx

Mar 2020 - Dec 2020 (9 months)

Delivered prompt responses to client inquiries via chat and email, achieving a 90% satisfaction rate. Implemented client feedback into service processes, resulting in a 10% improvement in client engagement.

CRM Systems Teams