Olivia Okoko

Customer Service Professional with experience in high-volume call center environments, handling confidential client information and hotel reservations accurately. Experienced in managing inbound and outbound calls, resolving customer issues, processing bookings and payments, and updating CRM systems. Organized and dependable, with the ability to manage schedules and support executives remotely.

Comfortable using virtual communication and productivity tools to coordinate tasks and meetings. Able to prioritize work, meet targets, and maintain data confidentiality. Committed to providing consistent and efficient customer and administrative support.

Call Center Executive for Teleperformance - Teleperformance Kenya (Wyndham Hotels)

(2024-08)

• Assist guests with hotel bookings, cancellations, and account related concerns.
• Manage customer inquiries via phone, ensuring prompt and efficient resolution.
• Maintain high customer satisfaction by exceeding service expectations and ensuring booking accuracy.
• Resolve issues using company policies, procedures, and proactive problem-solving strategies.
• Troubleshoot issues related to Wyndham Hotels' services and escalate complex concerns as needed.
• Stay current with system updates, hotel policies, and new product launches to ensure compliance and service excellence.
• Contribute to team performance by sharing insights and best practices.

Call Center Agent - Dlight Call Center (Silver Dean)

(2022-02 - 2022-04)

• Provided customer assistance for solar energy products and financing plans.
• Educated customers on product features, payment plans, and account management.
• Processed service requests, complaints, and escalations efficiently.
• Maintained detailed records of interactions and resolutions.

Call Center Agent - Ison BPO (Airtel)

(2018 - 2020)

• Handled inbound and outbound calls for Airtel customers, addressing inquiries on mobile services, data plans, and billing issues.
• Assisted customers with SIM card activations, Airtel money transactions, and troubleshooting network issues.
• Escalated technical issues to relevant departments and ensured timely resolution.
• Maintained customer satisfaction ratings through proactive and professional support.

Wildlife and enterprise manager - Tsavo West National Park

(2017 - 2017)

• Conducted ecological monitoring and species research to support conservation efforts.
• Assisted in tourism management, revenue collection, and visitor engagement.
• Participated in community conservation projects and human-wildlife conflict resolution.
• Provided logistical support for security, park administration, and environmental impact assessments.

Bachelor of Science - Wildlife Enterprise Management - Egerton University (2018)

Environmental Impact Assessment (EIA) and Environmental Audit (EA) - Egerton University (2018)

Kenya Certificate of Secondary Education - Nyawara Girls' Secondary School (2012)