IRENE EKIRAPA
CUSTOMER SUPPORT, RISK AND ONBOARDING SPECIALIST.
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
Work History
VIRTUAL ASSISTANT ASSOCIATE
THE FIXER
6 2023 - 7 2024
- Manage calendars, schedule appointments, coordinate meetings, and handle correspondence.
- Respond promptly and professionally to emails, phone calls, and inquiries.
- Relay messages accurately, ensuring effective communication among team members, clients, and stakeholders.
- Maintain accurate data in databases and spreadsheets.
- Organize and manage electronic files for easy accessibility and retrieval.
CUSTOMER AND RISK SUPPORT ANALYST
SENDWAVE (ZEPZ).
05.2021 - 05.2023
- Answered customer support inquiries via specialized ticket tracking platforms and calls, ensuring minimal wait times.
- Improved customer satisfaction by promptly addressing and resolving support issues, including escalated calls.
- Conducted cold calling to potential customers, effectively communicating product benefits and converting leads.
- Actively listened to customers, handling concerns quickly and escalating major issues to supervisors.
- Generated reports to track performance and analyze trends, contributing to team growth and success.
CUSTOMER SERVICE SUPERVISOR
PORK MANENOS
01.2020 - 03.2021
- Investigated customer's problems and provided solutions
- Provided ongoing training and support to employees or clients, resulting in improved knowledge transfer and reduced learning curves
- Conducted orientation sessions, effectively introducing new hires to company policies, systems, and culture
- Maintained a high level of professionalism and empathy while handling customer complaints and ensuring customer satisfaction
- Effectively supervised day-to-day front-end operations of a busy customer service department.
CUSTOMER SERVICE EXECUTIVE
QUUMIST ENTERPRISES
02.2014 - 11.2019
- Engaged with clients globally through e-commerce platforms, ensuring a positive online experience.
- Conducted outbound and cold calling for B2B and B2C sales, effectively communicating product benefits and converting leads.
- Addressed customer inquiries via email, live chat, and social media, providing detailed product and service information.
- Maintained accurate records of customer interactions, including online orders, returns, and feedback.
- Resolved customer complaints related to online transactions and product issues, adhering to e-commerce policies and ensuring prompt resolution.
Education
BACHELORS OF ARTS - MASS COMMUNICATION
DAYSTAR UNIVERSITY
Nairobi 04.2001 - 05.2011
CERTIFICATE OF COMPLETION, AML Essentials: Anti Money Laundering, KYC and Compliance, Fraud Management Fundamentals, AML Compliance In Practice: Suspicious Activity Reports., The Ultimate Guide To Money Laundering And AML Compliance - FINANCIAL CRIME ACADEMY
FINANCIAL CRIME ACADEMY
Skills
Excellent Communication
Problem-Solving
Product Knowledge
Analytical Thinking
Attention to Detail
Decision-Making
Risk Assessment and Mitigation
Call center experience
Scheduling
Live chat support
Timeline
CUSTOMER AND RISK SUPPORT ANALYST
SENDWAVE (ZEPZ).
05.2021 - 05.2023
CUSTOMER SERVICE SUPERVISOR
PORK MANENOS
01.2020 - 03.2021
CUSTOMER SERVICE EXECUTIVE
QUUMIST ENTERPRISES
02.2014 - 11.2019
BACHELORS OF ARTS - MASS COMMUNICATION
DAYSTAR UNIVERSITY
04.2001 - 05.2011
VIRTUAL ASSISTANT ASSOCIATE
THE FIXER
6 2023 - 7 2024
CERTIFICATE OF COMPLETION, AML Essentials: Anti Money Laundering, KYC and Compliance, Fraud Management Fundamentals, AML Compliance In Practice: Suspicious Activity Reports., The Ultimate Guide To Money Laundering And AML Compliance - FINANCIAL CRIME ACADEMY
FINANCIAL CRIME ACADEMY
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