Cheryl Omina

An expert in Customer Service, Result-Driven Operations Specialist with a strong track record in optimising processes and delivering exceptional customer support. Skilled in resolving complex complaints, providing detailed product information, and enhancing customer satisfaction. Experienced in streamlining operational procedures, fostering cross-departmental collaboration, and building robust stakeholder relationships.

Committed to driving organisational success through team collaboration, strategic problem-solving and process improvements.

Operations Executive at BF SUMA PHARMACEUTICALS (2021-10 – Present)

As an Operations Executive I:

• Report and Deliver Direct Support to the Country Manager and Country Assistant Managers: Execute my responsibilities to the company with precision, directly contributing to organisational success and operational excellence.
• Streamline Product Information Dissemination: Ensure distributors receive critical product knowledge, enhancing their performance and aligning with company objectives.
• Cultivate Positive Stakeholder Relationships: Foster strong connections with clients, suppliers, and vendors, bolstering the company's reputation and driving business growth.
• Enhance Customer Service and Satisfaction: Efficiently address distributor complaints and client concerns, clarifying company policies and achieving high customer satisfaction rates.
• Optimise Operational Procedures: Identify and implement process improvements, resulting in increased efficiency, cost savings, and overall organisational success.

Customer Service Specialist at BF SUMA PHARMACEUTICALS (2021-07 – 2021-09)

In the Customer Service Specialist role I:

• Resolved Customer Complaints Efficiently: Delivered exceptional customer service by pro-actively addressing and resolving complaints in a timely manner, achieving high customer satisfaction.
• Facilitated Cross-Departmental Collaboration: Ensured seamless communication and feedback reporting between departments, enhancing overall company performance and cohesion.
• Built Strong Customer Relationships: Maintained open communication and promptly addressed customer needs with personalised solutions, strengthening client loyalty and trust.
• Managed Inbound Calls with Expertise: Provided knowledgeable and courteous support to distributors during inbound calls, ensuring prompt and effective resolution of their needs.
• Implemented Process Improvements: Identified service gaps and recommended process enhancements, driving improvements in customer experience and operational efficiency.

Telesales Agent at APOLLO AGRICULTURE (2020-12 – 2021-03)

In the Telesales Agent role I:

• Managed Calls with Precision: Handled customer calls professionally, accurately transcribing details and addressing inquiries with exceptional care.
• Resolved Complaints Effectively: Diligently managed and resolved complaints from customers and business partners, delivering personalised solutions and exceeding expectations.
• Provided Comprehensive Product Information: Offered clear explanations of products and services to existing and prospective clients, adhering to company policies and enhancing customer understanding.
• Escalated Priority Issues Efficiently: Identified and escalated critical issues requiring higher-level intervention, ensuring timely resolution and proactive follow-up on customer concerns.
• Documented Interactions and Recommended Improvements: Accurately recorded customer interactions per standard procedures, identified service gaps, and recommended process improvements to boost customer satisfaction and operational efficiency.

Customer Service Specialist at LILY HEALTH KENYA/GYNA.CO (2019-12 – 2021-04)

In the Customer Service Specialist role I:

• Delivered Outstanding Customer Service: Offered expert advice and support, actively listening to and addressing customer concerns, resulting in high satisfaction rates.
• Collaborated for Service Improvement: Provided actionable feedback to other teams, aiding in the enhancement of products and services, and contributing to overall company success.
• Provided Expert Health-Related Advice: Utilized deep knowledge of health issues to offer accurate, supportive advice to users, enhancing trust and customer satisfaction.
• Executed Customer Service Duties Efficiently: Managed refunds and assisted customers effectively while maintaining clear communication with the team through various channels.
• Identified and Implemented Process Enhancements: Pro-actively recommended process improvements to management, leading to increased operational efficiency and cost savings.

Masters in Community Psychology – University of Nairobi (2019 – 2021)

BA(Hons) in Sociology and Psychology – University of Nairobi (2016 – 2018)

Diploma in Philosophy – University of Nairobi (2015 – 2016)