AOKO LUCINDA ODHIAMBO
NAIROBI
Summary
Solution-focused customer care representative dedicated to maintaining satisfaction through fast, knowledgeable assistance. Versed in customer care processes and ways to resolve different issues. Careful to fully document encounters and give accurate information.
Overview
12
12
years of professional experience
Work History
Customer Service Executive
TalentPop
05.2024 - Current
- Order Management: Assisting customers with placing, tracking, modifying, or cancelling orders while ensuring a seamless shopping experience.
- Utilizing Shopify, Zendesk, and Gorgias to track orders, provide updates, and resolve issues, driving faster response times and improved customer retention.
- Managing 100+ customer emails daily, ensuring seamless outcomes, and high customer satisfaction.
Customer Care Representative
Safer Road and Rescue
07.2022 - 04.2024
- Contacted new and existing customers to outline benefits of products.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Negotiated prices and set up contracts to finalize sales agreements.
Technical Customer Care Representative
M-kopa Solar Limited
09.2016 - 08.2021
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail as follow up.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered customer support to high call load each shift.
Customer Service
Horizon Contact Center
11.2015 - 08.2016
- For Multichoice Africa
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Referred unresolved customer grievances to designated departments for further investigation.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Receptionist
Real Health Care Medical Clinic
09.2014 - 05.2015
- Transmitted information or documents to customers through email.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Sorted incoming mail and directed to correct personnel each day.
- Answered and directed incoming calls using multi-line telephone system.
sales representative
Airtel
04.2013 - 07.2013
- Identified customer needs by asking questions and advising on best solutions.
- Contacted new and existing customers to outline benefits of products.
- Answered product questions with up-to-date knowledge of sales and promotions.
Education
Diploma - Business Management
Kenya Institute of Management
Nairobi, Kenya09.2016
Skills
- Microsoft Excel Certified
- Verbal and Written Communication
- Customer Account Management
- Multitasking and Prioritization
- Data Entry and Maintenance
- Attention to Detail
- Google Drive
- Problem-Solving Support
- Project Management
- Compliance monitoring
- Procedure development
- Google Workspace
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Recognized as Employee of the month {severally} for outstanding performance and team contributions.
- Promoted from firstline customer care to escalation agent , in less than 6-months.
Refrences
Available upon request.
Timeline
Customer Service Executive
TalentPop
05.2024 - Current
Customer Care Representative
Safer Road and Rescue
07.2022 - 04.2024
Technical Customer Care Representative
M-kopa Solar Limited
09.2016 - 08.2021
Customer Service
Horizon Contact Center
11.2015 - 08.2016
Receptionist
Real Health Care Medical Clinic
09.2014 - 05.2015
sales representative
Airtel
04.2013 - 07.2013
Diploma - Business Management
Kenya Institute of Management
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