Joy Adeya

Results-oriented Customer Service and Client Relations Professional with over 3 years of experience in customer support, customer retention, complaint resolution, lead generation, and client relationship management. Experienced in handling customer inquiries through phone, email, social media, WhatsApp, and face-to-face interactions while ensuring high customer satisfaction levels. Skilled in social media engagement, content creation, customer communication, CRM systems, telemarketing, and sales support.

Adept at managing customer records, resolving complaints, generating leads, and supporting business growth through customer-focused service and digital engagement strategies.

Customer Service & Membership Officer at Flying Doctors Society of Africa (2023-01 – Present)

• Managed customer inquiries through phone, email, chat, WhatsApp, and social media channels while maintaining high customer satisfaction levels.
• Proactively followed up with customers to resolve service issues and improve retention.
• Investigated customer complaints and coordinated with internal teams to ensure timely resolution.
• Maintained accurate customer records and interaction history within CRM systems.
• Supported customer onboarding and account activation processes.
• Conducted customer satisfaction follow-ups and gathered feedback to improve service delivery.
• Identified customer needs and recommended suitable products and services, contributing to revenue growth.
• Escalated critical customer concerns and ensured timely closure within SLA timelines.
• Prepared customer service performance reports and tracked service metrics.
• Managed social media content across Facebook, LinkedIn, Instagram, and WhatsApp platforms to increase customer engagement and brand visibility.
• Created and scheduled engaging digital content, including promotional posts, customer awareness campaigns, and service updates.
• Responded to customer inquiries and comments on social media platforms, ensuring prompt resolution and positive customer experiences.
• Monitored social media engagement metrics and provided reports to support marketing and customer retention initiatives.
• Supported lead generation campaigns through digital marketing activities and customer outreach efforts.

Graduate Trainee – Customer Support at Kenya Revenue Authority (2022-01 – 2022-12)

• Responded to customer queries and service requests while ensuring prompt and professional support.
• Built strong customer relationships through regular communication and proactive engagement.
• Assisted customers with account management, product information, and service troubleshooting.
• Worked closely with technical and operations teams to address customer concerns.
• Monitored customer interactions and documented feedback for process improvement.
• Contributed to customer retention initiatives through timely follow-up and issue resolution.

Bachelor of Business Information and Technology in Business Information and Technology – Jomo Kenyatta University of Agriculture and Technology (JKUAT) (2017 – 2021)

Diploma in Business Information and Technology in Business Information and Technology – Jomo Kenyatta University of Agriculture and Technology (JKUAT) (2015 – 2016)