Melissa Tollo

Project Management graduate with professional experience as a Customer Service Representative in a fast-paced, high-volume environment. Skilled in customer service, customer experience, communication, problem-solving, process adherence, documentation, and performance management. Strong organizational, analytical, and coordination skills developed through professional experience, academic project work, and practical exposure to project management and finance.

Able to manage multiple priorities, work under pressure, maintain accuracy, and collaborate effectively with teams and stakeholders.

Customer Service Representative at TELEPERFORMANCE (2025-06 – Present)

• Handle high-volume customer interactions through chat while maintaining professionalism, accuracy, and a positive customer experience.
• Respond to customer queries, investigate issues, and provide appropriate solutions in accordance with established procedures.
• Follow company policies, processes, and service standards when handling customer interactions.
• Work within established productivity, quality, and performance targets.
• Maintain accurate customer information and interaction records.
• Manage multiple customer interactions and priorities in a fast-paced operational environment.
• Communicate clearly and professionally with customers while handling a range of queries and concerns.
• Apply performance feedback to improve service delivery and individual performance.
• Collaborate with colleagues and relevant teams to support effective issue resolution.
• Maintain professionalism and composure when handling challenging customer situations and high workloads.

Project Management and Finance Attachment at SPECTRATEC ALARMS AND TELECOMMS LTD (2023-10 – 2023-12)

• Supported the Project Management team with day-to-day project activities and administrative tasks.
• Assisted with project documentation, coordination, and follow-up of assigned activities.
• Gained practical experience in project planning, scheduling, monitoring, and coordination.
• Supported the preparation and maintenance of project-related records and documentation.
• Assisted with budgeting and financial administration during the Finance rotation.
• Assisted with cashbook updates and cheque preparation.
• Worked with team members to complete assigned tasks accurately and within required timelines.

Member at JKUAT PROJECT MANAGEMENT STUDENTS ASSOCIATION (JKUPMSA) (2022 – 2024)

Usher at JKUAT (2024 – 2024)

• Participated in academic data collection activities.
• Participated in community outreach activities, including visits to children's and nursing homes.

Bachelor of Science in Project Management – JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY (JKUAT) (2021 – 2024)