Mark

Targeted Customer Experience & Collections Representative with over 6 years of experience across e-commerce support, retail store management, and frontline business operations. Demonstrated track record in resolving complex customer disputes, negotiating structured payment plans, and maintaining a 95%+ Customer Satisfaction (CSAT) score. Skilled in balancing firm debt recovery with empathetic customer support, optimizing daily call queues, and managing high-volume client accounts.

Store & Accounts Manager - Thrift Jewellery Shop - Nairobi

(2025-08)

• Oversee day-to-day retail operations, product inventory auditing, and client payments with 100% cash flow reconciliation accuracy.
• Engage overdue credit accounts and manage payment follow-ups, establishing structured repayment schedules that reduced late balances.
• Deliver personalized customer service, resolving product queries and driving repeat patronage through active client care.

Customer Service Executive - Oye.ke - Nairobi

(2022-09 - 2025-01)

• Handled high-volume customer inquiries and dispute tickets across phone, live chat, and email, maintaining a 95%+ CSAT rating.
• Achieved an 85%+ First Contact Resolution (FCR) rate by diagnosing root-cause and issues on first contact.
• Partnered with logistics and fulfillment teams to track delayed cover activations and resolve cover disputes, preserving customer trust and account retention.
• Maintained strict First Response Times (FRT), addressing incoming customer inquiries within under 3 minutes.

Operations & Retail Assistant - Family Retail & Boutique - Nairobi

(2019-11 - 2022-08)

• Managed daily store transactions, stock inventory, and customer account ledgers for a high-footfall general store and boutique.
• Negotiated terms with local suppliers and managed payment schedules to maintain healthy cash flow and vendor relationships.
• Handled customer complaints empathetically, turning potential churn into repeat sales opportunities.

Production Assistant & Line Worker - Kariobangi Light Industries - Bakery Operations

(2019-11 - 2020-12)

• Executed daily production targets under strict deadlines, maintaining continuous quality assurance and inventory logs.

Certificate - Dandora Computer College (2020)

Certificate - Kenya Certificate of Secondary Education (2019)