Faith Michael
Nairobi
Summary
Dynamic professional with a proven track record at CCI, enhancing customer loyalty through exceptional service and empathy. As an expert in content moderation and de-escalation, I've significantly improved user experience and community engagement. Skilled in teamwork and problem-solving, I've contributed to sales growth and streamlined moderation processes, demonstrating a strong commitment to goals and detailed attention.
Overview
2
2
years of professional experience
Work History
Chat Moderator
5c Company
05.2024 - 09.2024
- Streamlined moderation processes, allowing for quicker resolution of user issues.
- Identified potential areas for improvement within the platform''s chat features, leading to enhanced functionality for users.
- Assisted in maintaining a positive online environment through active moderation of chat discussions.
- Supported the growth of the community by engaging users in constructive conversations and activities.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Increased customer service success rates by quickly resolving issues.
Customer Service Representative
CCI
01.2023 - 12.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Banking And Finance - Business
Mount Kenya University
Thika08-2021
Skills
- Strong empathy
- Community engagement
- Assertiveness
- De-escalation techniques
- Language fluency
- Content moderation
- Teamwork and collaboration
- Customer service
- Time management
- Problem-solving abilities
- Attention to detail
- Goal setting
swimming
I enjoy being out in the sun and enjoying the nature wile I relax my body with some cold waters
Timeline
Chat Moderator
5c Company
05.2024 - 09.2024
Customer Service Representative
CCI
01.2023 - 12.2023
Banking And Finance - Business
Mount Kenya University
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