Customer Service ExecutiveCustomer Service Executive
Stephen
$1,200
per month
($7/hour)
Profile Description
A highly motivated and experienced customer engagement champion with a rich experience spanning more than 14 years in a busy top organization. Knowledgeable in the required soft skills, interpersonal skills, data analytics, social media engagements and marketing.
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Design & Creative
E-commerce & Marketplace
Marketing & Growth
Work Experience
Digital support executive
Safaricom PLC
Jul 2015 - Sep 2024
Job Responsibilities:
Spearheaded the adoption of digital customer support platforms, reducing resolution time by 30% and enhancing user experience. Managed high-volume online customer interactions, achieving a 98% resolution rate and positive feedback from digital users. Developed and implemented a chatbot FAQ database, decreasing repetitive inquiries by 25%. Led a team of digital support representatives, ensu...
Customer Service Executive
Safaricom PLC
Nov 2010 - Aug 2015
Job Responsibilities:
Consistently exceeded monthly key performance indicators (KPIs), achieving a 95% customer satisfaction score for five consecutive years. Resolved an average of 150 customer inquiries daily, ensuring timely and effective solutions to complex issues. Played a key role in implementing a new customer feedback mechanism, increasing actionable insights by 40%. Recognized as Employee of the Mont...