Open to opportunities

vokeh drip

@vokehdrip

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Customer-focused support specialist excelling in high-volume BPO environments and escalation resolution.

Kenya

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What I'm looking for

I seek a customer-facing role in a 24/7 BPO or support team where I can handle multi-channel inquiries, resolve escalations, and improve CSAT.

I am a dedicated customer support specialist with over a year of hands-on experience in call center operations, technical support, and client satisfaction management. I excel at high-volume inbound and outbound call handling, email and live chat, and working within 24/7 rotational shifts.

My strengths include de-escalating issues, delivering personalized solutions, and maintaining high CSAT through empathy, active listening, and clear communication. I consistently meet KPIs and weekly contact handling quotas across multiple channels.

I have practical experience documenting customer interactions in CRM systems, coordinating with technical, sales, and operations teams, and using feedback to drive service improvements. I bring a professional tone, strong English proficiency, and fast, accurate multitasking under pressure.

I am adaptable, available for immediate start on rotating shifts, and motivated to contribute to teams that value customer retention, continuous improvement, and measurable service outcomes.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Dhati Feeds

Served as first point of contact for farmers, dealers, and suppliers across phone, email, WhatsApp and in-person; processed orders, advised on feed usage, and coordinated with logistics to ensure timely delivery and issue resolution.

Customer Support Order Processing CRM Logistics Coordination Reporting

Customer Service Agent

Karibu Konnect Africa

Handled high-volume inbound and outbound inquiries via phone, email, and live chat, resolving complaints and escalating complex issues to improve CSAT and retention. Documented interactions in CRM and collaborated with technical, sales, and operations teams to ensure timely resolutions.

Live Chat Email Support CRM Escalation Management Troubleshooting Customer Satisfaction Multitasking

Education

Degrees, certifications, and relevant coursework

Multimedia University

Bachelor's Degree, Film Production and Animation

Completed a Bachelor's degree in Film Production and Animation focusing on practical and theoretical aspects of film production and animation techniques.