Open to opportunities

Theresia Kiio

@theresiakiio

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Empathetic customer service representative with a passion for problem-solving.

Kenya

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What I'm looking for

I am looking for a role that values growth, teamwork, and customer-centric solutions.

I am an empathetic and solution-oriented Customer Service Representative with over 2 years of experience in providing exceptional support through email, live chat, and phone. My journey began at High Tech Accessories, where I delivered timely and empathetic support, resulting in a 15% increase in repeat customers. I pride myself on my ability to manage multiple client accounts while prioritizing tasks to meet deadlines and exceed client expectations.

Currently, I am working at Protonix Solutions, where I handle customer inquiries and resolve issues promptly, maintaining a high level of customer satisfaction. I utilize CRM software to track interactions and streamline communication processes, and I have successfully conducted training sessions for new team members, sharing best practices to ensure consistent service quality across the team. My commitment to growth and excellence drives me to continuously seek ways to enhance the overall customer experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Protonix Solutions

Jan 2024 - Present (1 year 8 months)

Handled customer inquiries via email, phone, and live chat, resolving issues promptly and maintaining high customer satisfaction. Utilized CRM software to track interactions and managed customer data, while also conducting training sessions for new team members.

Zendesk CRM Software Customer Satisfaction Problem Solving Customer Support Training Live Chat Support Email Support Phone Support

Customer Service Agent

High Tech Accessories

May 2022 - Dec 2023 (1 year 7 months)

Delivered timely and empathetic support, resulting in a 15% increase in repeat customers and a 50% reduction in complaints. Managed workflows and customer engagement using tools like Zendesk, Shopify, and Slack, while also providing weekly support insights and business reports to clients.

Zendesk Shopify Slack Customer Support Workflow Management Customer Feedback Reporting

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor's Degree, Corporate Communication and Management

Studied Corporate Communication and Management, focusing on developing strong verbal and written communication skills essential for customer service and brand representation. Gained proficiency in CRM and Helpdesk tools like Zendesk and Intercom, alongside skills in time management and creative problem-solving.

Coursera

Certificate, Customer Service Fundamentals

Completed a certificate course in Customer Service Fundamentals through Coursera in 2022. This program enhanced understanding of core customer service principles and best practices.

Udemy

Certificate, Shopify for Support Agents

Undertook a course on Shopify for Support Agents via Udemy in 2023. This training provided specialized knowledge for assisting customers on the Shopify platform.