Lilian Kaberu
Customer Support Specialist
NAIROBI
Summary
I am a results-driven customer support specialist with 6+ years of experience providing exceptional service to clients. My expertise lies in resolving customer issues, managing customer relationships, and ensuring customer satisfaction. With excellent communication and problem-solving skills, I am proficient in utilizing various customer service tools and software, including Zendesk, Jira, Zuri desk, and Salesforce. I am also experienced in handling high-volume customer inquiries via phone, email, and live chats. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Specialist
Influx- Largest Remote Customer Experience For Businesses
Los Angeles
03.2020 - Current
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through online portals/systems.
- Acknowledging and resolving customer complaints.
- Serving as product expert to support customer needs.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and co-coordinating with colleagues as necessary.
- Ensuring customer satisfaction and professional customer support is achieved
- Provide amazing customer support.
Customer Care Representative
Sendwave Money Transfer- A Mobile App Based Money Transfer Service
Boston
09.2019 - 02.2020
- Managing inbound and outbound calls, and telesales.
- Contacting partners to follow up on remittance delivery status & reversal inquiries so that users can have efficient updates and a general world-class experience.
- Assisting team leaders by providing status and performance reports to provide information on areas for improvement.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Assisting users troubleshoot issues they are experiencing on the application.
- Monitoring fraud patterns, Block fraudsters & escalate users for review with flag
- Offering additional information to users on how to protect their account from fraud activity
- Helping users submit identification documents to meet compliance and regulatory requirements.
Customer Experience Executive
Smart Applications International Limited- A Technology Company That Deal With Biometric Access
Nairobi
07.2014 - 11.2018
- Maintaining a positive attitude and calmly responding to customer’s queries
- Attaining individual target towards the target through cross/up selling and
- Delivering high quality contact centre customer service in all interactions with customers that meets and surpasses set individual score targets
- Taking ownership of all customer issues arising, managing and resolving customer complaints
- Updating customer records accurately on system and database including know your customer procedures
- Responsible for ownership and confidentiality of customer documents/records
- Identifying and escalating priority issues where necessary
- Contributing to the customer pain point reduction agenda through advocating for alternative channels
- Maintaining and improving quality results by adhering to standards and guidelines recommending improved procedures
Research and Data Entry Specialist
Kimetrica Limited- International Consulting Firm That Provides Research And Evaluation, Surveys
Nairobi
05.2012 - 12.2013
- Interviewing candidates in order to acquire information required
- Documenting and prepared data for analysis
- Conducting quality control checks on data to ensure accuracy
Education
Bachelor of Science - Information Technology
01.2008 - 12.2011
High School Diploma -
01.2003 - 12.2006
Associate of Arts - Business Communications
01.2007 - 08.2007
Skills
Computer skills
undefinedTimeline
Customer Service Specialist - Influx- Largest Remote Customer Experience For Businesses
03.2020 - Current
Customer Care Representative - Sendwave Money Transfer- A Mobile App Based Money Transfer Service
09.2019 - 02.2020
Customer Experience Executive - Smart Applications International Limited- A Technology Company That Deal With Biometric Access
07.2014 - 11.2018
Research and Data Entry Specialist - Kimetrica Limited- International Consulting Firm That Provides Research And Evaluation, Surveys
05.2012 - 12.2013
KCA University - Bachelor of Science, Information Technology
01.2008 - 12.2011
Kenya Christian Industrial Institute - Associate of Arts, Business Communications
01.2007 - 08.2007
Githunguri Girls - High School Diploma,
01.2003 - 12.2006
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