ALICE SYOKAU
Customer Support and Retention Specialist
Nairobi,Kenya
Summary
Personable Customer service and retention specialist offering over four years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
8
8
years of professional experience
2017
2017
years of post-secondary education
Work History
Customer Service Advisor
TalkRemit Limited
12.2023 - Current
- Helping customers submit identification documents to fulfil compliance and regulatory requirements
- Ensuring customers are sending funds to legitimate counter-parties
- Providing up-to-date remittance status of delivery to customers
- Preventing fraud through various methods of verification
- Support customers via online chat, email, and calls using the helpdesk
- Assist in the customer onboarding and transaction monitoring processes
- Participation in continuous improvement processes organized across global teams
- Acknowledging and resolving customer complaints
- Keeping records of customer interactions, transactions, comments, and complaints
- Providing feedback on the efficiency of the customer service process
Customer Service Specialist
Sendwave Limited
11.2021 - 06.2023
- Providing App assistance and troubleshooting for clients
- Helping customers submit identification documents to fulfill compliance and regulatory requirements
- Ensuring customers are sending funds to legitimate counter-parties
- Providing up to date remittance status of delivery to customers
- Preventing fraud through various methods of verification
Administration and Logistics Officer (Contract)
Reborn Automobiles Limited
04.2020 - 11.2020
- Dealt directly with customers either face to face, by telephone or electronically
- Handled word processing and data management tasks
- Operated and maintained office equipment
- Handled and resolved customer complaints
- Manage the office diary, appointments and travel itineraries
- Enhanced customer satisfaction through excellent service and dedication to the organization
- Enhanced Customer Loyalty through repeat customers
Administration and Logistics Officer (Contract)
Aga Khan Nursery
07.2019 - 12.2019
- Served as primary contact for school-related inquiries, including emails, incoming and outgoing visitors and telephone calls
- Responsible for all administrative and organizational support for the Nursery, including organization, recordkeeping, scheduling, and asset management
- Obtained, recorded and maintained all student records, including but not limited to registration/admission forms, participation records and graduation information
- Organized and managed the storage and distribution of all school supplies and maintained records of the same
Office Administrator (Contract)
Optimum Registrars
07.2017 - 10.2017
- Responded to telephone enquiries, recorded messages, typed up required correspondence, took meetings' minutes and carried out general photocopying duties
- Attended meetings to provide administrative support to the managing director
- Followed up on both internal and external enquiries from colleagues, service users and other agencies, all while ensuring the provision of a high standard of customer care
- Successfully managed company visitors and calls escalating when necessary
- Dedicatedly worked with other teams to ensure smooth running of the organization
Receptionist (Contract)
Aga Khan Academy
05.2017 - 07.2017
- Applied exceptional levels of customer service when meeting and greeting visitors upon arrival, ensuring the achievement of a lasting impression
- Responded to telephone and email enquiries and ensured the provision of exceptional customer service
Education
Bachelor of Economics and Finance -
Kenyatta University
Kenya Certificate of Secondary Education - undefined
State House Girls' High School
Kenya Certificate of Primary Education - undefined
Muthaiga Primary School
Skills
Customer service excellence
Call center operations
Customer relations
Quality assurance
Assertiveness
Dispute resolution
Account management
Team building
Technical support
CRM software
Training
- Certified Public Accountant - Section 3, 05/01/18
- Strategic Planning and Management, Institute of Certified Studies, 03/01/17
- Quick Books, Zetech University, 04/01/14
- Computer Applications, St. Titus Computer College, 08/01/10
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Customer Service Advisor
TalkRemit Limited
12.2023 - Current
Customer Service Specialist
Sendwave Limited
11.2021 - 06.2023
Administration and Logistics Officer (Contract)
Reborn Automobiles Limited
04.2020 - 11.2020
Administration and Logistics Officer (Contract)
Aga Khan Nursery
07.2019 - 12.2019
Office Administrator (Contract)
Optimum Registrars
07.2017 - 10.2017
Receptionist (Contract)
Aga Khan Academy
05.2017 - 07.2017
Kenya Certificate of Secondary Education - undefined
State House Girls' High School
Kenya Certificate of Primary Education - undefined
Muthaiga Primary School
Bachelor of Economics and Finance -
Kenyatta University
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