Open to opportunities

Vera Ochola

@veraochola

Message

I deliver high-volume, multi-channel customer support that resolves complex issues and strengthens customer loyalty.

Kenya

Message

What I'm looking for

I'm looking for a customer operations or customer experience role where I can resolve complex customer issues, use CRM insights to improve service delivery, collaborate across teams, and contribute to continuous improvement.

At Teleperformance, I deliver personalized support across phone, email, live chat, and digital channels, managing high-volume inquiries, complex escalations, and CRM case records while meeting quality and service standards.

Previously at Gwijinet Solutions and Cable One Networks, I resolved customer concerns, supported retention and service adoption, and used customer feedback and performance data to improve service delivery. My background also includes data mapping and business operations at ALX Africa, where I maintained data, prepared reports, and generated insights for workforce and operational planning.

Experience

Work history, roles, and key accomplishments

Current

Operations Customer Expert

Current

Teleperformance

Apr 2025 - Present (1 year 5 months)

Delivered responsive and personalized customer support across telephone, email, live chat, and digital platforms. Managed complex escalations, maintained CRM records, and collaborated with cross-functional teams to improve service delivery.

Customer Support CRM Escalation Management Conflict Resolution Quality Assurance Continuous Improvement

Customer Service Representative

Gwijinet Solutions Ltd

Jan 2025 - Apr 2025 (3 months)

Provided exceptional customer service across multiple channels, resolving inquiries and complaints while meeting SLAs. Achieved KPIs including CSAT and QA, and drove upselling and cross-selling opportunities.

Customer Service CRM Upselling Cross Selling KPI Management CSAT Quality Assurance Problem Solving

Customer Care Representative

Cable One Networks

Jan 2024 - Dec 2024 (11 months)

Managed high-volume inbound customer interactions, resolving service issues and processing account requests. Utilized CRM systems to document interactions and consistently met contact center metrics including CSAT, FCR, and AHT.

Customer Service CRM Inbound Calls Issue Resolution CSAT FCR AHT Quality Assurance

Data Mapping & Business Operations Fellow

ALX Africa

Sep 2023 - Dec 2023 (3 months)

Supported business operations by collecting and analyzing data to generate actionable insights. Conducted market research, maintained databases, and prepared reports to inform strategic planning and workforce development.

Data Analysis Market Research Database Management Reporting Stakeholder Engagement Strategic Planning

Service Desk Trainee

Sybyl Kenya Ltd

Jan 2023 - Aug 2023 (7 months)

Supported customer service operations by responding to inquiries and resolving routine requests. Maintained CRM records, collaborated with senior team members, and participated in training to improve service delivery.

Customer Service CRM Problem Solving Collaboration Training