Ivy Dora

A performance-driven telesales and customer service professional with hands-on experience in high-volume call operations, client engagement, and CRM management. Skilled in converting leads into loyal customers, resolving complex issues efficiently, and exceeding performance targets in competitive environments. Recognized for improving customer retention and sales outcomes through clear communication, accuracy, and proactive problem-solving that strengthens business growth and service excellence.

Telesales and Customer Care Agent at Bangbet Kenya (2025-01 – 2025-09)

Executed targeted telesales campaigns and provided personalized customer support for betting platform

• Executed targeted telesales campaigns to onboard new users and upsell existing customers
• Provided personalized support on account creation, payments, and betting queries
• Maintained composure under pressure while resolving client complaints efficiently
• Promoted loyalty programs and seasonal bonuses to boost user activity and repeat engagement
• Updated CRM dashboards daily to track performance and ensure data integrity
• Worked cross-functionally with technical and finance teams to fast-track issue resolution
• Increased customer retention by 30% through proactive communication and relationship management
• Consistently achieved 98% service-quality rating and exceeded call-handling benchmarks

Telesales and Customer Care Agent at Kessbet Kenya (2024-07 – 2025-01)

Managed high-volume outbound calls for customer acquisition and betting product promotion

• Initiated and managed high-volume outbound calls to acquire new customers and promote betting products
• Handled account queries, deposits, and withdrawal issues with professionalism and urgency
• Delivered persuasive product pitches that consistently influenced buying decisions
• Supported digital marketing campaigns by communicating offers and capturing client feedback
• Documented client interactions in CRM to maintain transparent performance data
• Liaised with IT and operations teams to resolve system errors affecting customer transactions
• Surpassed monthly sales and retention goals by 22% through strategic follow-ups and service excellence
• Strengthened brand loyalty by achieving a 25% improvement in customer satisfaction ratings

Receptionist at Chrystals Limited (2016-08 – 2017-02)

Served as first point of contact and managed office administrative operations

• Served as the first point of contact for visitors, ensuring a warm and professional reception
• Managed multi-line phone systems and directed calls to relevant departments efficiently
• Coordinated daily deliveries, couriers, and mail distribution for seamless office operations
• Maintained organized records and supported administrative documentation
• Monitored office supply levels and initiated timely replenishment to sustain workflow
• Assisted management with scheduling, filing, and logistics coordination
• Reduced front-office waiting time by 35% through effective client-flow management
• Improved overall client experience by enhancing communication efficiency across teams

Diploma in International Studies – University of Nairobi (2025-10)

Kenya Certificate of Secondary Education – Newlight Girls Secondary School (2015-11)