Open to opportunities

Tracy Onyango

@tracyonyango

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Dedicated call center agent with a passion for customer service.

Kenya

Message

What I'm looking for

I am looking for a dynamic customer service role where I can leverage my skills and contribute to a team-oriented environment.

I am a dedicated and customer-focused Call Center Agent with extensive experience in handling high-volume inquiries in fast-paced environments. My proven ability to provide exceptional customer service, resolve conflicts, and manage technical support issues efficiently has been a cornerstone of my career. I pride myself on my strong verbal and written communication skills, which I have honed through my work with various clients and teams.

In my most recent role as a Customer Care Agent at CCI Global, I provided technical and billing support for Lifetouch and Jet Blue, handling over 50 daily customer inquiries with a remarkable 95% customer satisfaction rate. I also took on the responsibility of training and mentoring new agents, which improved our team's efficiency by 20%. My commitment to excellence in customer service drives me to continuously seek opportunities to enhance my skills and contribute positively to my team.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Agent

Current

CCI Global

Mar 2023 - Jan 2025 (1 year 10 months)

Provided technical and billing support for Lifetouch and Jet Blue via phone, email, and chat. Handled 50+ daily customer inquiries, ensuring timely resolutions and a 95% customer satisfaction rate. Assisted customers with flight bookings and account troubleshooting, while training new agents to improve team efficiency.

Customer Service Technical Support Conflict Resolution CRM Tools Zendesk Salesforce Communication Skills Team Leadership Problem Solving Multitasking

Social Media Manager

Freelance

Jan 2022 - Jan 2023 (1 year)

Managed and grew social media accounts for multiple clients, increasing online engagement by 25%. Developed content strategies to enhance brand awareness and monitored analytics to optimize campaign performance.

Social Media Management Content Strategy Brand Awareness Analytics Communication Skills Digital Marketing

Customer Service Representative

Texas BBQ

Jan 2020 - Jan 2021 (1 year)

Managed 50+ customer interactions daily, resolving complaints and processing orders with 98% accuracy. Upsold promotional menu items, contributing to a 15% increase in sales revenue.