Sheilah Amakoye

Monitored real-time payment performance and managed incident escalations with third parties. Analyzed transactional data to track trends and presented insights to senior stakeholders. Participated in bi-weekly strategy meetings, influencing decisions on provider performance.

Ensured strict adherence to global exam protocols and candidate identity verification. Managed secure handling of exam materials and maintained the integrity of testing environments. Provided professional support to candidates while upholding British Council service standards.

Delivered exceptional digital support via live chat and email, ensuring swift issue resolution. Handled client complaints related to withdrawals, deposits, and betting queries. Supported internal agents with process clarity and conflict resolution protocols.

Trained new service agents on best practices and customer satisfaction techniques. Analyzed feedback data to improve training outcomes and service quality.

Processed client payments, ensuring seamless multi-channel transactions. Investigated failed transactions and communicated directly with partners to resolve issues. Provided payment performance reports and maintained service-level compliance.

Delivered travel assistance to international visitors, including diplomats and high-level guests. Provided real-time updates and information on Magical Kenya products. Maintained detailed logs of guest inquiries and visitor data for follow-up.

Handled over 130+ calls daily, managing retention campaigns with over 20% conversion. Monitored and resolved social media complaints, significantly reducing negative sentiment. Promoted to Quality Analyst for consistency in delivering excellence.

Completed a comprehensive program focusing on flight operations and dispatch procedures. Gained expertise in managing flight logistics and ensuring safe and efficient air travel.

Undertook studies in airport operations, covering various aspects of airport management and ground handling. Developed skills essential for efficient airport functioning and passenger services.

Acquired a certificate in digital customer service, enhancing skills in online customer support and engagement. Focused on modern customer service techniques and digital communication platforms.