LILLIAN OHORE
Customer Service Representative
Nairobi,30
Summary
Customer Service Representative with 10 years experience in handling customers face to face and online. Passionate on Customer satisfaction attention to detail on communication showing empathy but firm in defending set rules and guide lines.Team player and accommodative .
Overview
14
14
years of professional experience
18
18
years of post-secondary education
5
5
Certifications
Work History
Quality Assurance Associate
East Africa & Ghana - OLX Kenya Ltd
04.2017 - 03.2018
- Set , verified and reviewed standards of quality
- Reviewed team communications with Users to identify areas that needs improvement
- Provide coaching to improve quality
- Conducted relevant training to team
- Update weekly score in Google documents and share to appreciate most improved in calls and mail communication
- Reviewed samples of what Ads moderators allowed to go live for quality check
- Documentation of weekly moderators performance
- Identify areas that needs improvement and new fraud techniques and share for education.
Senior Classifieds Moderator
East Africa & Ghana - OLX Kenya Ltd
05.2011 - 03.2017
- Published high quality advertisements online and resolved user queries and complaints in a timely manner
- Educated users on quality of Advertisements via Email and Calls
- Reviewed posted Ads and identify fraudulent ads and remove them
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used Microsoft Word and other software tools to create documents and other communications.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked flexible hours; night, weekend, and holiday shifts.
Product Ambassador Vehicles
Naspers- Dealfish.co.ke
07.2011 - 12.2011
- Visiting car yards to create accounts and manage relationships.
- Taking of photos and vehicles details and uploading on the site.
- Data entry.
- Moderation of Ads posted by Users removing fraudulent and bad content.
- Organize events and training for product changes.
- Served customers and followed outlined steps of service.
- Participated in team-building activities to enhance working relationships.
Account Manager
One Media Africa _ Cheki.co.ke
01.2011 - 12.2011
- Visiting car yards to create accounts.
- Taking of photos and vehicles details and uploading on the site .
- Data entry .
- Moderation of Ads posted by Users .
- Customer care do follow up with user and update on new products .
- Debt collection with successful clients .
Customer Service Representative
Uchumi Kenya Limited
02.2001 - 03.2007
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- After sale service on returned items and customers who encountered challenges with products they bought.
- Data entry and stock taking .
- Order placement.
- Cashier / delicatessen counter
- Display of products and shelf cleaning.
Education
Personnel Management
Technical University Nairobi
Nairobi 01.2009 - 12.2010
Diploma - Customer Service Management
Nairobi Institute of Business Studies
Nairobi, Kenya 01.2004 - 07.2019
No Degree - Marketing ,Business Administration ,Communication
Dima College
Nairobi 01.2000 - 01.2001
Skills
Complaint resolution
Report preparation
Training and Coaching
Quality Check
Empathy
Communication
Team player
Certification
CERTIFICATIONS & COURSES
Timeline
Quality Assurance Associate
East Africa & Ghana - OLX Kenya Ltd
04.2017 - 03.2018
Product Ambassador Vehicles
Naspers- Dealfish.co.ke
07.2011 - 12.2011
Senior Classifieds Moderator
East Africa & Ghana - OLX Kenya Ltd
05.2011 - 03.2017
Account Manager
One Media Africa _ Cheki.co.ke
01.2011 - 12.2011
Personnel Management
Technical University Nairobi
01.2009 - 12.2010
Diploma - Customer Service Management
Nairobi Institute of Business Studies
01.2004 - 07.2019
Customer Service Representative
Uchumi Kenya Limited
02.2001 - 03.2007
No Degree - Marketing ,Business Administration ,Communication
Dima College
01.2000 - 01.2001