Customer Experience,Virtual Assistant,Customer SupportCustomer Experience,Virtual Assistant,Customer Support
Doreen
ID Verified$2,500
per month
($14/hour)
Profile Description
I am a Customer Experience and Operations professional with over 10 years of experience delivering exceptional service across asset management, insurance, telecommunications, and BPO. Throughout my career, I have focused on improving customer experiences, strengthening operational processes, leading teams, and building lasting client relationships. I enjoy solving operational challenges, identifying opportunities for improvement, and working collaboratively to deliver efficient, high-quality ser...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Virtual Assistance & Admin
Customer Success
Specialized Skills
Sales & Business Development
Work Experience
Assistant Operations Manager – Customer Service
CIC Asset Management Ltd (CIC Insurance Group)
Mar 2024 - Jun 2026
Key Achievements:
•Managed customer relationships throughout the client lifecycle while maintaining high customer satisfaction. •Led daily customer service operations and ensured SLA compliance. •Served as the escalation point for complex customer issues, collaborating with Operations, Compliance and IT. •Analysed customer feedback and operational data to recommend service improvements. •Prepared operational performance reports to support decision-making. •Supported customer onboarding initiatives and digital transformation projects. •Coached and mentored team members to improve service quality. •Key achievements: Maintained 24-hour turnaround time for onboarding and achieved 100% onboarding accuracy.
Client Service Officer
CIC Asset Management Ltd (CIC Insurance Group)
Feb 2022 - Feb 2024
Key Achievements:
•Managed client investment transactions and reconciliations. •Built strong client relationships through proactive support. •Identified service gaps and supported product enhancements. •Produced operational reports and supported risk mitigation initiatives.
Customer Service Officer
GA Insurance Ltd
Apr 2017 - Feb 2022
Key Achievements:
•Managed customer relationships and resolved complex enquiries. •Collaborated across departments to improve customer outcomes. •Recommended service improvements.
Client Retentions Account Manager
Wananchi Group (Zuku)
Jun 2016 - Mar 2017
Key Achievements:
•Managed customer accounts and retention. •Strengthened customer loyalty and reduced churn risk.
Customer Service Executive
Techno Brain
Aug 2014 - May 2016
Key Achievements:
•Recognised as [hashtag hidden] Customer Service Representative in 2015. •Handled high-volume enquiries and mentored new staff.