Jackline Okumu
Subject Matter Expert (SME)
About
Detail-oriented and reliable professional with over five years of experience in customer service, data handling, quality assurance, and administrative support.
Native
Swahili speaker with excellent listening, comprehension, and communication skills in both Swahili and English. Experienced in evaluating content for accuracy, quality, and compliance while maintaining high attention to detail. Proficient in following guidelines, meeting deadlines, and working independently in remote environments.
Experience
Subject Matter Expert (SME) - CCI Kenya - Nairobi, Kenya
(2023-01 - 2025-12)
Instacart Project
- Reviewed customer interactions to ensure quality and compliance standards.
- Evaluated communication accuracy and provided feedback to improve performance.
- Analyzed data and identified trends to support operational improvements.
- Assisted team members with quality-related concerns and process adherence.
- Maintained detailed records and reports while meeting strict deadlines.
Customer Service Representative - CCI Kenya - Nairobi, Kenya
(2019-01 - 2023-12)
- Handled customer inquiries through phone, email, and chat channels.
- Maintained accurate documentation and data records.
- Demonstrated strong listening skills and attention to detail when resolving customer concerns.
- Consistently met productivity and quality targets.
Sales Associate / Marketing Assistant - Retail Industry
- Assisted customers with product inquiries and purchases.
- Maintained accurate inventory and sales records.
- Supported marketing and promotional activities.
- Developed strong communication and organizational skills.
Education
Bachelor of Arts - University of Nairobi (2024-06)
