Open to opportunities

verah mokaya1

@verahmokaya1

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Customer care representative with a passion for product design.

Kenya

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What I'm looking for

I am looking for opportunities that allow me to leverage my customer service experience while further developing my skills in product design and UX research.

I'm a dedicated customer care representative at Safaricom Limited, where I have honed my skills in communication and problem-solving since June 2016. My role involves receiving customer calls, escalating issues when necessary, and ensuring that feedback is relayed to the relevant teams. This experience has equipped me with a deep understanding of customer needs and the importance of delivering exceptional service.

In addition to my customer service experience, I have ventured into product design, working on various projects that focus on enhancing user experience. Notably, I designed a Tour and Travel application that improved accessibility and usability for users. My work on the Kids Financial School app involved creating prototypes tailored for children, showcasing my ability to adapt designs to meet specific user demographics. I thrive on challenges and am passionate about creating user-centered designs that make a difference.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Representative, Call Centre

Current

Safaricom Limited

Jun 2016 - Present (9 years 1 month)

Receives calls from customers and escalates issues beyond my assistance to support. Follows up with the support team to ensure issues are resolved and provides feedback on customer pain points to the process team.

Customer Service Customer Feedback Communication

Product Designer

Jess Collections

Conducted user research to understand the needs and pain points of online shoppers involved in shopping for the latest trends. This project was completed during a UX/UI Design boot camp, providing insights into the designer's journey.

UX Research Usability Testing Wireframing Figma UI UX Design

Product Designer

Shanvee Tours

Improved the user experience by creating a new Tour and Travel application, making it more accessible and user-friendly. Utilized information architecture and user-centered design to improve data accessibility, findability, and discoverability.

Information Architecture User Centered Design UX Research Product Design User Experience

Product Designer

Kids Financial School

Designed a financial app for kids aged 10-12 years based in the United States as per client guidelines. Completed prototyping of the application.

Wireframing Figma Prototyping UX Research Product Design

Education

Degrees, certifications, and relevant coursework

Moringa School

UI/UX, Product Design

Completed a comprehensive program focusing on Product Design, gaining expertise in UI/UX principles and methodologies. This bootcamp provided practical insights into the design process and industry best practices.

Egerton University

Bachelor of Science, Dairy Science and Technology

Studied Dairy Science and Technology, acquiring knowledge in dairy production, processing, and related scientific principles. The curriculum covered various aspects of dairy industry operations and technological advancements.