CAROLINE OKOTH
Fort Worth
Summary
Customer-focused professional with over 3 years of experience providing exceptional service and support in fast-paced environments. Adept at managing high volumes of customer interactions, resolving inquiries with empathy, and leveraging technology to enhance patient care. Proficient in Microsoft Office Suite, Teams, and CRM systems. Committed to promoting health and wellness through outstanding customer service and effective communication.
Overview
17
17
years of professional experience
Work History
Customer Service Representative (Remote)
TalentPop
01.2025 - Current
- Respond to high volumes of inbound and outbound customer calls, addressing inquiries, scheduling services, and resolving issues
- Act as a liaison between clients, internal support teams, and management, ensuring seamless communication
- Maintain detailed and accurate documentation of customer interactions using Zendesk, contributing to improved follow-up and reporting processes
- Consistently achieve key performance metrics, including customer satisfaction and first-call resolution rates
Operations Assistant
Raycos Medical Services
01.2020 - 01.2024
- Oversee operations for a medical services provider, ensuring timely delivery and maintenance of equipment for patients
- Communicate with patients and caregivers to schedule services, address concerns, and provide guidance
- Develop and implement processes to improve patient satisfaction and operational efficiency
Relationship Management
NCBA Bank PLC
01.2008 - 01.2019
- Provided tailored financial solutions to a portfolio of high-net-worth clients, fostering long-term relationships
- Resolved client issues promptly and effectively, maintaining a high standard of service delivery
- Monitored and documented client interactions, ensuring compliance and providing insights for decision-making
Education
Higher Diploma - Human Resource Management
Institute of Human Resource Management
Skills
- Customer Service Excellence
- Inbound & Outbound Call Management
- Patient-Centric Communication
- Call Center Operations
- CRM Systems (eg, Zendesk, Hubstaff)
- Microsoft Office Suite & Teams
- Documentation & Reporting
Accomplishments
- Exceeded customer satisfaction targets by 15% year-over-year at TalentPop.
- Streamlined scheduling processes at Raycos Medical Services, reducing patient wait times by 20%.
- Recognized for delivering exceptional client service at NCBA Bank, achieving a 90% customer retention rate.
References
Available upon request.
Timeline
Customer Service Representative (Remote)
TalentPop
01.2025 - Current
Operations Assistant
Raycos Medical Services
01.2020 - 01.2024
Relationship Management
NCBA Bank PLC
01.2008 - 01.2019
Higher Diploma - Human Resource Management
Institute of Human Resource Management
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