CORE QUALIFICATIONS
Zepz (Sendwave)- User Support Protection Representative
April 2021- June 2023
Served as a User Protection support Representative at Zepz Digital Team, the Group powering global remittance brands WorldRemit and Sendwave. We would liaise with the Compliance and Dispute teams to onboard new users and flag suspicious activities.
Duties included
- Handled the support inbox including incoming calls, outgoing calls, SMS, emails, and live chats via Zendesk and Talkdesk.
- Detected and mitigated cases of financial fraud and irregularities.
- Onboarding new users to the Sendwave platform after performing Know Your Customer (KYC) procedures.
- Identified and took advantage of upselling and cross-selling opportunities.
- Handled challenging situations and resolved customer complaints effectively.
- Maximized customer engagement and satisfaction by delivering excellent customer service.
- Encouraged customers to complete satisfaction surveys to understand areas for improvement.
- Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
- Collaborated with cross-functional teams to improve processes and enhance the customer experience.
- Escalated complex issues to appropriate departments and followed up to ensure timely resolution.
- Worked independently and collaboratively in a fast-paced environment.
MonsterConnect- Agent
October 2020-March 2021
Served as an Agent at MonsterConnect, an Online sales acceleration platform that helps sales teams generate more leads through live conversations and Emails. Duties Included:
- Spoke with customers on the phone to schedule, remind, and follow up on appointments.
- Transferred calls or taking accurate messages, recording caller's name, time of call, and nature of business.
- Offered high customer service to clients to maintain positive customer ratings.
- Maintained an organized calendar covering team meetings, trips, and appointments.
- Maintained detailed customer records and updated information in the CRM system.
- Handled a large number of outbound calls per day.
- Achieved service time and quality targets.
- Exceeded goals through effective prioritization and consistent work ethic.
Sportpesa- Customer Service Representative
April 2016 – Nov 2019:Worked as a Customer Support Representative at Sportpesa betting firm, Kenya's leading online gaming platform.
Responsibilities Included
- Answered betting inquiries over the telephone, via email, and in person, maintaining professionalism throughout.
- Spoke to customers in multiple languages to resolve problems and answer questions.
- Troubleshooted issues.
- Strong multitasking and organizational abilities, hence skilled at managing high call volumes and maintaining accurate records.
- Stayed current on policies, procedures, and standards to offer optimal support.
- Employed ticketing system to efficiently and promptly respond to customers.
- Maintained outstanding customer satisfaction by delivering excellent and efficient service.
- Sensitized users on addictive gambling
- Achieved service time and quality targets.
- Maximized customer engagement and satisfaction by delivering excellent customer service.
- Handled customer concerns and escalated major issues to the supervisor.
- Utilized cross-selling techniques to sell additional products.
Ison Bpo-Customer Service Representative
January 2013 To October 2015
Served as a Customer Service Representative at Ison BPO, a Digital Customer Xperience (CX), service delivery firm which has been outsourced by Airtel Kenya.
Duties included
- Spoke to customers in multiple languages to resolve problems and answer questions.
- Handled customer concerns and escalated major issues to the concerned department.
- Exceeded goals through effective prioritization and consistent work ethic.
- Communicated effectively to determine customer needs, recommending and upselling services.
- Troubleshoot problems arising between data and voice communication systems
- Collaborated with cross-functional teams to improve processes and enhance the customer experience.
- Participated in initiatives to improve customer services and processes while providing subject matter expertise on emerging trends and customer needs.
- Escalated complex issues to appropriate departments and followed up to ensure timely resolution.
- Maintained detailed customer records and updated information in the CRM system.
- Encouraged customers to complete satisfaction surveys to understand areas for improvement.
