Hi, I’m
Caysey Kaime
customer support specialist
Nairobi,Nairobi
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Summary
Dedicated and results-driven customer service professional with over 8 years of experience providing exceptional support to diverse clients in remote and physical settings.Adept at resolving customer issues, managing highvolume inquiries, and ensuring customer satisfaction. Excellent communication, problem-solving, and multitasking abilities, with a proven track record of enhancing customer loyalty and retention.
Overview
8
years of professional experience
2
years of post-secondary education
2
Certificates
Work History
HOMEJAN GLOBAL SERVICES LTD
SALES AND CUSTOMER SUPPORT MANAGER
02.2019 - 05.2024
Job overview
- Provide customer support via phone, email, and chat, handling an average of 100+ daily inquiries
- Resolve product and service issues by clarifying customer complaints, determining the cause, and selecting the best solution
- Analyzed market trends and competitor strategies to identify new business opportunities
- Collaborated with the marketing team to create promotional materials and campaigns
- Utilize CRM software to track customer interactions and update customer accounts accurately
- Collaborate with team members and other departments to ensure a seamless customer experience
- Achieved a 95% customer satisfaction rating through effective communication and problem-solving
- Assisted customers with order placement, tracking, returns, and refunds
- Reduced average response time by 40% through this implementation of efficient workflow processes
- Recognized as 'Employee of the Month' for consistently meeting and exceeding performance targets
JANWILL ENTERPRISES LTD
CUSTOMER SUPPORT AND ADMINISTRATOR
01.2016 - 01.2019
Job overview
- Managed customer inquiries and complaints via multiple channels, including social media
- Provided detailed product information, technical assistance, and troubleshooting for various software products
- Conducted follow-up communications to ensure customer satisfaction and retention
- Created and maintained detailed records of customer interactions and transactions
- Assisting in the development and implementation of organizational policies and procedures
- Ensuring the organization adheres to legal regulations and standards
- Keeping up to date with changes in laws and regulations affecting the organization
- Record Keeping: Maintaining accurate and organized records for easy retrieval
- Ensuring the confidentiality and security of sensitive information
- Successfully implemented a new customer feedback system that improved service quality and response times
- Trained new team members on customer service protocols and best practices, enhancing team productivity
Education
MOUNT KENYA UNIVERSITYNAIROBI
BACHELOR from BUSINESS MANAGEMENT
09.2022 - Current
Skills
Customer Support & Assistance
Remote Communication Tools (eg, Slack, Zoom)
CRM Software (eg, Salesforce, Microsoft Dynamic)
Conflict Resolution
Multitasking & Time Management
Data Entry & Management
Strong Written & Verbal Communication
Technical Troubleshooting
Team Collaboration
Meeting facilitation
Problem-Solving
Time Management
Problem-solving abilities
Team Leadership
Multitasking
Excellent Communication
Decision-Making
Client Relationship Management
Adaptability and Flexibility
Document Management
Organizational Skills
Sales Tracking
Attention to Detail
Sales coordination
Analytical Thinking
Relationship Building
Appointment Scheduling
Staff Supervision
Objection handling
Presentation Skills
Task Prioritization
Interpersonal Skills
Professionalism
Reliability
Written Communication
Customer Portfolio Management
Data Confidentiality
Customer Order Management
Officesoftware
- Microsoft Office Suite
- Google Workspace
- Microsoft dynamics NAV
- QuickBooks
Personal Information
Gender: Female
Communicationtools
- Slack
- Zoom
- Microsoft Teams
- Google meet
Certification
Alx virtual assistant certified
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Alx virtual assistant certified
10-2024
MOUNT KENYA UNIVERSITY
BACHELOR from BUSINESS MANAGEMENT
09.2022 - Current
SALES AND CUSTOMER SUPPORT MANAGER
HOMEJAN GLOBAL SERVICES LTD
02.2019 - 05.2024
CUSTOMER SUPPORT AND ADMINISTRATOR
JANWILL ENTERPRISES LTD
01.2016 - 01.2019