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.
