Summary
Overview
Work History
Education
Skills
References
Links
Timeline
Generic

Christine Ogutu

Nairobi

Summary

Accounts Executive with 7+ years of experience in customer service, operations management, tele-sales, and training, with a proven track record of success in developing and growing relationships with clients. Proven ability to build and maintain relationships with customers and key stakeholders with a strong desire to work in a fast-paced environment (BPO), start-ups, and take on increasing levels of responsibility while continually learning.

Overview

10
10
years of professional experience

Work History

L1 Technical Support

Simple Weight Loss
10.2024 - Current
  • Support more than 80 users every day via chat and email in a timely manner
  • Communicating efficiently and effectively with our users via Zendesk and Intercom
  • Take ownership of complex customer questions and resolve them in a simple way that our non-technical users are able to understand
  • Confidently diagnose, reproduce, and troubleshoot technical issues and escalate to the relevant teams where necessary
  • Share insights and improvements to help evolve how our team supports customers and collaborates internally
  • Ability to learn and adapt fast in an ever-changing environment while working in a team
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Lead Customer Service Representative

TalentPop
01.2024 - 10.2024
  • Respond to more than 40 customer concerns for our e-commerce client via Zendesk and Gorgias
  • Leverage my knowledge in different platforms like Shopify, FedEx, and Loop Returns to ensure customer concerns are handled in a timely manner
  • Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
  • Strong focus on proactive, consistent, and timely delivery of results and solutions for clients
  • Virtual assistant to the CEO and Head of Communications of the client I am working with, offering email management, schedules, and other personal tasks
  • Positive and collaborative attitude and dedication to excellence and professionalism; significant attention to detail and decisive decision-making.

Operations Specialist

Majorel Kenya
03.2022 - 12.2023
  • Verify that our clients are compliant with the industry's rules and regulations.
  • Audit clients´ documents to confirm they are in accordance with the law.
  • Solve any arising issue that may hinder efficiency on the part of the client and the company.
  • Support the customer care team with a minimum of 40 escalations a day in a timely manner in a fast-paced environment.
  • Vetting and onboarding up to 30 new clients daily after all legal requirements are met
  • Planned, coordinated, and handled team training while collaborating with the operations manager, resulting in a 90% improvement in on-boarding time.
  • Generate and document accurate and timely end-of-day reports that are shared with stakeholders.
  • Assist various departments with change by communicating new improvement plans and expectations.
  • Collaborate with management and cross-functional teams in making key decisions by collecting data and entering the same on our Customer Relationship Management (CRM) systems.

Customer Service Executive

Majorel Kenya
07.2021 - 03.2022
  • Answer client concerns effectively through our Customer Management System (CRM) while following laid-down guidelines
  • Collaborated with team members to enhance the customer relationship experience
  • Enthusiastic team player with the ability to motivate, encourage, and excite fellow colleagues
  • Expert at learning about new products, understanding their technical features and delivering information to customers in a way that is honest, educational, and helpful
  • As a team captain, I work hand in hand with the team manager to ensure daily reports are sent on time and oversee the team activities whenever called upon, This has helped me hone my leadership skills
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention while maintaining a C-SAT of 95% and above
  • Exceptional time-management skills, as this comes in handy as a remote worker.

Tele-sales Executive

M-kopa Solar
02.2015 - 05.2018
  • Present accurate and timely reporting on a monthly basis for the Team Leader to evaluate my performance against Key Performance Indicators (KPIs)
  • Maintained a conversion rate of 90% and above on leads and prospects shared by the sales manager. I was part of the team that sold the first Mkopa TVs in the market to over 100 families on the launch day
  • Coached new Telesales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
  • Increased revenue by implementing effective sales strategies in the sales cycle process from prospecting leads
  • Proactively cold-called 100 clients per day, using scripts to promote products positively and follow each client through the sales pipeline
  • Recommend possible products to meet the customers' needs through customer feedback, and collaborate with the field sales team to ensure products purchased are delivered on time.

Education

Bachelor of Arts - Linguistics Media and Communications

Moi University
Eldoret
12.2016

Skills

  • Adaptability and resilience
  • Leadership Skills
  • Interpersonal skills
  • Negotiation
  • Effective Time Management skills
  • Troubleshooting and problem-solving
  • Organizational skills
  • Decision-making
  • Verbal and written communication skills
  • Computer skills

References

  • Absalom Okonjo from Majorel Kenya absalom.okonjo@majorel.group +254701822537
  • Duke Aminga from Majorel Kenya duke.aminga@majorel.group +254704325238
  • Hamida Karamwa from Mkopa Solar hamida.karamwa@m-kopa.com +254714834056

Links

 LinkedIn 

Timeline

L1 Technical Support

Simple Weight Loss
10.2024 - Current

Lead Customer Service Representative

TalentPop
01.2024 - 10.2024

Operations Specialist

Majorel Kenya
03.2022 - 12.2023

Customer Service Executive

Majorel Kenya
07.2021 - 03.2022

Tele-sales Executive

M-kopa Solar
02.2015 - 05.2018

Bachelor of Arts - Linguistics Media and Communications

Moi University

Similar Profiles

CREATE PROFILE
Christine Ogutu