Laura Anindo

I am an experienced customer service professional with a strong focus on improving processes, resolving customer issues, and enhancing satisfaction. I have worked with organizations such as Southcape Investment Ltd, M-Kopa Ltd, Game code and Oxygen 8 Ltd, achieving increased productivity, sales, and recognition as Best Agent of the Year (2017, 2018). I bring strong skills in communication and problem-solving.

Customer service - Southcape Investment ltd

(2021-05 - 2025)

• Assisting in training new team members
• Answering customers via calls, emails, social media and chat
• Ensuring KPI targets are met
• Improved customer satisfaction by efficiently resolving high volumes of multichannel inquiries.

Customer service - M-Kopa ltd

(2020-12 - 2021-04)

• Answering customer questions clearly and accurately about products, services, or company policies.
• Resolving complaints or problems raised during the call and offering quick, effective solutions.
• Documenting customer concerns and escalating unresolved issues to the right department for further action.
• Successful uptake of product knowledge

Customer Service - Gamecode ltd

(2019-03 - 2019-10)

• Answering customer queries through chats.
• Recording chat interactions and escalating complex issues to the appropriate team when necessary.
• Engaging customers quickly in chat to provide timely assistance and maintain satisfaction.
• Received best agent of the month benefit

Customer Service - Oxygen 8 ltd

(2017-12 - 2019-02)

• I handled multichannel customer support through calls, chats, emails, and social media by responding promptly, resolving issues, providing accurate information, and ensuring customer satisfaction.
• Achieving FCR (first call resolution) by knowing the company's products.
• Escalating issues via recommended channel.
• Awarded best agent for year 2017 and 2018

Diploma - Business Management - University of Nairobi (2017)

Certificate - Human Resource - University of Nairobi (2016)