Angeline Achieng

Customer-focused Customer Service Professional with 4+ years of experience delivering exceptional support through phone, chat, and digital channels. Skilled in customer relationship management, complaint resolution, ticket management, CRM systems, and customer retention strategies. Experienced with Zendesk, Salesforce CRM, Slack, Google Workspace, and digital reporting platforms.

Proven ability to manage high-volume customer interactions, troubleshoot issues, maintain accurate records, and provide personalized solutions while achieving service performance targets.

School Lead - Food for Education - Nairobi, Kenya

(2023-03)

• Managed customer service operations by resolving inquiries and service concerns from parents, schools, and internal stakeholders through digital communication channels.
• Utilized Zendesk ticketing system to create, categorize, track, and resolve customer cases while ensuring accurate documentation and follow-up.
• Maintained a First Contact Resolution (FCR) rate of over 80% through active listening, troubleshooting, and customer-focused solutions.
• Provided technical support and guided users through troubleshooting processes related to digital meal service systems.
• Maintained accurate customer records and operational reports using AppSheet and Google Workspace.
• Analyzed service data and prepared daily reports to support operational improvements.
• Supervised frontline teams and ensured compliance with service standards and performance targets.
• Built strong relationships with school administrators, teachers, and stakeholders to improve customer satisfaction.

Tap to Eat Officer - Food for Education - Nairobi, Kenya

(2022-01 - 2023-03)

• Delivered frontline customer support through phone and live chat, handling 45–50 daily inquiries, complaints, and service requests.
• Used Zendesk to manage support tickets, document customer interactions, monitor case progress, and ensure timely resolution.
• Assisted customers with account issues, RFID tag activation, replacements, and Tap2Eat service troubleshooting.
• Maintained accurate customer profiles and service records using Tap2Eat dashboards and digital systems.
• Escalated complex cases while ensuring proper follow-up and customer communication.
• Acted as a liaison between parents, teachers, and internal teams to improve service delivery.
• Applied empathy, active listening, and problem-solving skills to achieve high customer satisfaction.

Pick-Up Station Agent - Jumia - Nairobi, Kenya

(2020-04 - 2021-12)

• Provided omnichannel customer support through phone, chat, and email, assisting with orders, returns, refunds, delivery updates, and product inquiries.
• Utilized Salesforce CRM to update customer records, track interactions, manage case information, and support issue resolution.
• Collaborated with logistics and customer experience teams through Slack to resolve delivery challenges.
• Verified customer details, package information, and order status while maintaining accurate records.
• Managed complaints professionally using conflict resolution, empathy, and active listening techniques.
• Supported customer retention by providing timely solutions and positive customer experiences.

Administrative Assistant (Volunteer) - Tom Mboya Primary School - Nairobi, Kenya

(2024-04 - 2024-12)

• Supported administrative operations through data entry, document organization, online research, and digital record management.
• Managed email communication and provided professional responses to inquiries.
• Assisted with project coordination and completion of assigned tasks.

Certificate - Virtual Assistant - ALX Africa (2024-10 - 2024-11)

Bachelor of Science - Biochemistry - Chuka University