Open to opportunities

sheila kaai

@sheilakaai

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Dynamic Virtual Customer Care Executive focused on customer satisfaction.

Kenya

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and growth opportunities.

I am a dynamic and results-driven Virtual Customer Care Executive with a proven ability to resolve customer complaints, ensure regulatory compliance, and deliver exceptional service. My experience spans various roles in customer support, where I have successfully led high-performing teams and improved team effectiveness by 25%. I possess a strong background in Anti-Money Laundering (AML) regulations and compliance, complemented by my expertise in content creation, policy management, and designing training programs.

Throughout my career, I have demonstrated my ability to manage escalations effectively while maintaining strong relationships with customers. My proficiency in software tools such as Zendesk, G-Suite, and Microsoft Teams has enabled me to enhance customer support and team performance. I am committed to delivering exceptional customer support while ensuring compliance in fast-paced environments, and I continuously seek innovative solutions to improve service delivery and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Executive

Current

Clipboard Health

Jul 2024 - Present (10 months)

As a Virtual Assistance/Worker Operations, I monitored agent performance, provided coaching, and managed escalations to ensure high customer satisfaction. I utilized tools like Zendesk and Metabase to support team operations and achieve SLA targets.

Customer Support Team Management Zendesk Coaching Quality Assurance Data Management Problem Solving Service Delivery

Customer Support Representative

United Caller Center

Apr 2023 - Jan 2024 (9 months)

Provided exceptional customer service for flight-related inquiries, optimized workflows, and reduced escalations through proactive issue resolution. Leveraged tools like Microsoft Teams and G-Suite for effective task management.

Customer Service Problem Solving Microsoft Teams Workflow Optimization Data Entry Communication Five9 G Suite Team Collaboration

Customer Care Executive Lead

Sendwave Ltd/Zepz International Remittance

Oct 2021 - Jan 2023 (1 year 3 months)

Managed escalated queries from business customers, ensuring compliance with AML regulations and delivering exceptional support. Led a high-performing customer success team in a fast-paced fintech environment.

Customer Care AML Team Leadership Fintech Problem Solving Communication Customer Satisfaction

Communication Lead, Content Editor, and Trainer

Mwalimuplus Limited

Mar 2018 - Aug 2021 (3 years 5 months)

Oversaw online presence and managed website content while developing corporate branding. Designed training programs and managed staff recruitment to enhance team performance.

Content Management Training Development Branding Social Media Management Policy Development Microsoft Excel Team Collaboration Communication Marketing

Customer Relationship Supervisor

Oppo KE

Dec 2015 - Mar 2018 (2 years 3 months)

Collaborated with clients to define project requirements and optimized team performance through strategic planning. Trained customer service representatives, leading to increased customer satisfaction.

Customer Relationship Management Strategic Planning Training Teams Consultative Selling Customer Retention Communication Project Management Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Colorado Boulder

Certification, Graphic Design

2019 - 2019

Completed a professional development course in Graphic Design, focusing on visual communication and design principles.

University of Colorado Boulder

Certification, Business Writing

2019 - 2019

Completed a professional development course in Business Writing, enhancing skills in effective communication and professional documentation.

Catholic University of Eastern Africa

Bachelor of Arts, Political Science and Sociology

2011 - 2015

Studied Political Science and Sociology, focusing on the dynamics of political systems and social behavior. Developed critical thinking and analytical skills essential for understanding societal issues.