Customer Success RepresentativeCustomer Success Representative

Key Achievements:

An E-commerce agency in Costa Mesa, California. • Answering questions about the company’s products and services. • Processing orders and transactions. • Resolving issues and troubleshooting technical problems. • Delivering information about the company’s offerings. • Providing proactive customer outreach. • Handling customer complaints. • Collecting and analyzing customer feedback. • Responding to customer reviews. • Tracking customer service KPIs and metrics. • Developing and documenting knowledge into helpful content.

Key Achievements:

An Outsourcing/Offshoring company dealing with providing customer support both via calls and text. Worked for Bolt, an Estonian mobility company that offers ride-hailing, micro-mobility rental, food and grocery delivery, and car-sharing services supporting the South African and United Kingdom markets. • Addressed rider and driver concerns for Bolt, ensuring customer satisfaction. • Provided personalized written responses and recommendations. • Proactively resolved issues, collected, and analyzed customer feedback. • Ensured satisfaction by probing to find out if further concerns were had and dealing with them if any. • Ensuring complaints or concerns are resolved or escalated promptly. • Achieved set KPIs and metrics, emphasizing a positive customer experience.

Key Achievements:

An outsourcing company dealing with calls; Kenya’s fastest growing Business Process Outsourcer supporting international logos from Africa, North America, and Europe. Worked for an international company; Metro by T-Mobile. An American prepaid wireless service provider and brand owned by T-Mobile US. • Delivered exceptional customer experiences for Metro by T-Mobile. • Responded to customer needs, upsold products and services, and resolved issues. • Boosted customer loyalty through outstanding phone-based service. • Troubleshooting technical issues and assisting customers according to their needs. • Receiving large volumes of calls in a highly professional manner.

Key Achievements:

New Business Production and Sales- grew existing accounts in Bancassurance and established new tie ups. • Conducted KYC on customers, and resolved requests and complaints efficiently. • Bancassurance Relationship Management- ensuring existing bancassurance clients are offered superior services. • Credit Management- liaising with the credit team to gauge eligibility and ensure all the credit requests are processed where insurance premium funding applies. • Payment collection management- ensuring on-time payment of premiums through prior proper communication. • Training of Bank Personnel-Advising bank personnel on the adequacy of cover requested about available products. • Providing customer feedback to the company for the development of new products and enhancement of existing ones to suit the bank segment needs.

Key Achievements:

• Opened accounts for walk-in customers and ensured timely resolution of customer queries. • Issued cards and maintained operational controls. • Provided personalized service and contributed to continuous improvement in operational efficiency.

Key Achievements:

Selling Current and savings accounts. (New to bank customers and or cross-sell). • Teaching and making the customers aware of the digital channels available such as mobile banking, internet banking, and till to bank. • Established and maintained positive business and customer relationships. • Expedited resolution of customer problems and complaints, ensuring maximum satisfaction.

Key Achievements:

An audit firm registered with the Institute of Certified Public Accountants of Kenya (ICPAK). The firm handles general audit work, consultancy services on tax, and accounting services. • Verified invoices, prepared cash flows, and reconciled accounts. • Fulfilled general audit responsibilities, filed returns, and coordinated external audits.