CARLPETERS OKUBI
Customer Support Specialist
Nairobi
Summary
I am a dedicated Customer Support Specialist with a passion for leveraging technology to enhance customer experiences. With a solid foundation in complaint resolution and client support, I excel at resolving complex issues and providing clear, concise solutions to customers. I thrive in environments where I can not only apply my existing skills but also expand my expertise by embracing new challenges and tools. In addition to my technical abilities, I am known for my strong communication skills and my ability to connect with customers on a personal level. I understand that behind every technical issue is a person looking for help, and I am dedicated to ensuring that each customer feels heard, supported, and satisfied. I am eager to continue growing in this field and to take on new opportunities that allow me to make a meaningful impact.
Overview
2
2
years of professional experience
1
1
Certificate
Work History
Customer Support Specialist
ThinkHuge
, China
12.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Smart Prop Trader
, Texas
06.2023 - Current
- Responded to customer inquiries via email and chat, maintaining a positive tone and providing clear, helpful information
- Collaborated with the customer service team to develop a new FAQ resource, reducing common inquiry volume
- Provided excellent support to clients, that lead to positive trust pilot reviews about their experience
- Provided product knowledge assistance to customers, guiding them toward informed purchasing decisions based on their specific needs
- Proactively identified opportunities to improve internal processes or suggest changes that would benefit the overall customer experience
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers
- Collaborated with team members to optimize processes for increased efficiency in handling customer complaints
- Trained new hires on company policies and best practices, fostering a culture of exceptional service delivery
- Applied problem-solving skills to identify customer pain points promptly, resulting in an increase in customer satisfaction ratings
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Science - Software Engineering
KISII UNIVERSITY
Skills
Customer SatisfactionComplaint-ResolutionCRMPeople-focusedCustomer retentionTech-savvinessTime managementMicrosoft office suite
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkInternshipLocation Preference
RemoteOn-SiteHybridImportant To Me
Career advancementFlexible work hoursPersonal development programsWork from home optionLanguages
English
Bilingual or Proficient (C2)
Certification
Delivering a world-class customer support experience-Intercom
Software
Hubstaff
Intercom
Helpdesk
Slack
Confluence
Timeline
Customer Support Specialist
ThinkHuge
12.2024 - Current
Delivering a world-class customer support experience-Intercom
01-2024
CUSTOMER SERVICE REPRESENTATIVE
Smart Prop Trader
06.2023 - Current
Bachelor of Science - Software Engineering
KISII UNIVERSITY