Derrick Yaye

Customer Care Executive with proven experience in handling high-volume customer interactions across phone, email, and live chat. Demonstrated success in achieving high customer satisfaction (92% CSAT) and strong first call resolution (88% FCR). Skilled in CRM systems, issue resolution, and customer relationship management.

Background in psychology enhances ability to deliver empathetic, solution-focused support and build long-term customer relationships.

Customer Care Support Executive - CCI Global - Nairobi, Kenya

(2024-12)

• Handle inbound and outbound customer interactions via phone, email, chat, and social media.
• Assist customers with bookings, cancellations, and service inquiries.
• Resolve customer complaints including delays, refunds, and service issues.
• Maintain accurate records of customer interactions in CRM systems.
• Escalate complex issues while maintaining ownership and follow-up.
• Meet performance KPIs including CSAT, FCR, and average handling time.
• Achieved 92% Customer Satisfaction Score (CSAT), exceeding 85% target.
• Maintained 88% First Call Resolution (FCR) rate.
• Reduced backlog tickets by 10% during peak periods through multi-channel support.

Customer Care Support Executive - Joherm Communications services - Nairobi, Kenya

(2024-10 - 2024-12)

• Responded to customer inquiries via phone, email, and chat.
• Identified and resolved customer issues efficiently, reducing resolution time by 20%.
• Processed customer orders and verified payments for invoicing.
• Managed customer interactions using CRM tools.
• Achieved 90% customer satisfaction rating.
• Contributed to 20% increase in sales through product knowledge and customer support.

Intern - Psychology Department - Mama Lucy Kibaki Hospital - Nairobi, Kenya

(2024-01 - 2024-09)

• Managed patient records and ensured accurate data documentation.
• Handled inquiries and supported client-facing communication.
• Assisted with scheduling and administrative coordination.
• Supported data collection and reporting activities.
• Increased record-keeping efficiency, contributing to overall service operations.
• Played a key role in improving patient outcomes through effective communication and operational collaboration.

Intern, Underwriting Department - Miran Brokers - Nairobi, Kenya

(2023-04 - 2023-12)

• Managed customer records and processed data, ensuring compliance and accurate documentation.
• Handled insurance policy logistics and managed order returns, ensuring timely document preparation and order management.
• Utilized Microsoft Dynamics for tracking and processing insurance applications, demonstrating proficiency in software tools and attention to detail.
• Provided administrative support, including handling customer queries, managing risk assessments, and assisting with data entry for insurance quotes.
• Reduced processing time by 20% by ensuring timely and accurate documentation.
• Improved workflow efficiency by 30% in document preparation and order management.

Bachelor of Arts - Psychology and Counselling - Catholic University of Eastern Africa, Langata (2024-07)