Frankline Oyoo

A highly motivated and customer-focused professional with extensive experience in handling customer interactions across multiple channels, including email, phone, and chat. I possess strong problem-solving skills, a keen eye for detail, and a client-first approach to service. My ability to efficiently manage inquiries, resolve complex issues, and maintain high customer satisfaction makes me a valuable addition to any customer-oriented organization.

Customer Service Expertise:

• Extensive experience assisting customers across various industries, including e-commerce, manufacturing, and telecommunications.
• Proficient in resolving product and service issues, handling escalations, and providing accurate information to enhance customer satisfaction.

Customer Expert, Teleperformance (Zalando)

• Supports customers with inquiries about products, orders, deliveries, and returns.
• Resolves delivery delays, payment issues, and faulty product complaints through coordination with internal teams.
• Excels in problem-solving, professionalism, and empathetic communication.

• Guides customers in using the company website and placing online orders.
• Educates customers on product advantages and resolves complaints related to order delays.
• Handles social media inquiries and updates order statuses via CRM systems.

• Managed high call volumes, exceeding sales targets with over 100 outbound calls daily.
• Activated customer accounts and addressed concerns efficiently, ensuring prompt resolutions.

• Customer education, CRM management, issue resolution, and cross-platform communication.
• Strong communication, problem-solving, and sales acumen.
• Expertise in navigating challenging situations with empathy and professionalism.

Formal Education:

• BSc in Natural Resources Management (2015–2019) – Masinde Muliro University of Science and Technology.
• Kenya Certificate of Secondary Education (K.C.S.E) (2011–2014) – Oriwo Boys High School.
• Kenya Certificate of Primary Education (K.C.P.E) (2003–2010) – Kital Primary School.

• Information Technology Certificate (2014–2015) – Orient Computer Training Center.
• Artificial Intelligence Certificate (2023) – ALX Africa.
• Software Engineering Certificate (2024) – Power Learning Project Academy.
• Data Science and Analytics Certificate (2024) – HP Life & Foundation.
• Introduction to Cyber Security Awareness Certificate (2024) – HP Life & Foundation.
• Diploma in Cyber Security (2024) – Alison School.