Tabitha Kathure
Customer Success Expert
Kajiado, Kajiado District,10
Summary
Dedicated Customer Success Expert with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase revenue collection and profitability.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Expert
Kenya Revenue Authority
Kajiado, Kajiado District
04.2019 - Current
- Increased customer satisfaction by addressing concerns and providing tailored solutions for customers needs.
- Managed incoming calls, emails, and chat messages from customers and service providers.
- Enhanced team collaboration, sharing best practices, and working together to resolve complex issues.
- Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
- Provided ongoing training sessions for customers in order to maximize software adoption and utilization.
Customer Service Representative
Troika Consultancy
Meru, Meru
02.2017 - 03.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed incoming calls, emails, and chat messages from customers, service providers, and partners.
Education
Bachelor of Science - Counseling Psychology
Moi University
Eldoret 05.2011 - 12.2015
Skills
CRM Software
Feedback collection
ZenDesk
Slack
Google Suite
Empathy
Problem solving
Communication
Customer Segmentation
Call Management
Sales Support
Product Knowledge
Escalation management
Timeline
Customer Success Expert
Kenya Revenue Authority
04.2019 - Current
Customer Service Representative
Troika Consultancy
02.2017 - 03.2019
Bachelor of Science - Counseling Psychology
Moi University
05.2011 - 12.2015