Veronica Kimani
@veronicakimani
Customer service professional with a focus on client satisfaction.
KenyaWhat I'm looking for
I am a customer-focused and results-driven professional with over five years of experience in delivering high-impact customer interactions across diverse markets in Europe and North America. My role as a single point of contact (SPOC) for clients has allowed me to manage the end-to-end customer experience, emphasizing customer satisfaction and service excellence.
At Teleperformance, I acted as the primary contact for customers in the EMEA region, ensuring smooth operations through effective order processing and tailored support. I have a proven track record of building lasting relationships and driving service efficiencies, which has significantly contributed to business development and retention goals.
My proficiency in CRM systems like Salesforce and Zendesk, combined with my ability to analyze customer feedback, has enabled me to implement service enhancements and optimize processes. I am passionate about delivering exceptional customer experiences and continuously improving service quality.
Experience
Work history, roles, and key accomplishments
Customer Experience Representative
Teleperformance
Oct 2022 - Present (2 years 8 months)
Acted as the primary contact for customers, delivering proactive support across multiple touchpoints while maintaining a customer-centric mindset. Managed end-to-end customer service processes including order processing, returns, refunds, and payment resolutions to ensure smooth OTC operations. Delivered tailored fashion advice and account support, enhancing the personalized experience across digi
Customer Service & Retention Specialist
CCI Kenya
Jan 2020 - Oct 2022 (2 years 9 months)
Handled high-volume customer accounts, addressing complex billing, plan modifications, and warranty claims with speed and empathy. Served as a key liaison between customers and internal departments, aligning service delivery with operational capabilities. Played a retention support role by identifying at-risk customers and deploying tailored solutions to increase loyalty and satisfaction.
Education
Degrees, certifications, and relevant coursework
KUKaratina University
Bachelor of Tourism Management, Tourism Management
2016 - 2020
Grade: First Class Honors
Achieved First Class Honors in the Bachelor of Tourism Management program. Gained comprehensive knowledge in tourism industry operations and management principles.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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