Milda Okemwa
Customer Success
Nairobi, Nairobi Province,30
Summary
Proven leader in customer success, leveraging expert problem-solving and strategic planning skills honed at Oyster Hr to drive significant improvements in customer satisfaction and revenue growth. Specializes in utilizing CRM software and fostering strong client relations, achieving a track record of resolving complex issues efficiently. Demonstrates a commitment to quality assurance and staff mentoring, enhancing team performance and customer advocacy. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adapts with and quick at learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
6
6
years of professional experience
Work History
Customer Success Pay Specialist
OysterHr
03.2022 - 06.2024
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Led cross-functional team to launch new product, exceeding initial sales forecasts.
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
- Maintained confidentiality of sensitive employee information while addressing payroll concerns or disputes.
- Collaborated with human resources, adcounting and other departments to confirm payroll accuracy.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Facilitated smooth onboarding of new hires by efficiently entering relevant data into the payroll system.
- Resolved payroll discrepancies quickly and successfully.
- Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
- Streamlined payroll processing by implementing an automated timekeeping system.
- Prepared year-end reports for W-2s and 1099s, ensuring accuracy and timeliness in tax filing.
- Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
- Implemented direct deposit options for employees, increasing convenience and improving overall satisfaction levels.
- Enhanced data security protocols for payroll information, significantly reducing risk of unauthorized access and data breaches.
Customer Support Manager
LTVplus
09.2021 - 03.2022
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Worked closely with sales teams to provide pre-sales support, contributing to higher conversion rates and increased revenue streams.
- Used data-driven insights to identify areas of opportunity, leading to more effective support strategies and ultimately boosting overall performance.
- Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Collaborated with other departments such as marketing or product development teams striving towards consistent messaging across all platforms.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
Customer Service Representative
LTVPlus
02.2021 - 09.2021
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Care Representative(part Time)
Jumia
08.2018 - 12.2020
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science - Computer And Information Sciences
Karatina University
Kenya 04.2001 -
No Degree - Digital Communications And Media
Fayetteville State University
North Carolina 04.2001 -
Certificate - Computer Packages
Christ The King Computer School
Nairobi, Kenya 04.2001 -
Skills
Customer Relations
Quality Assurance
Root Cause Analysis
Expert Problem Solvin
Client Relations
Strategic Planning
Revenue Growth
Staff mentoring & leadership
Customer Advocacy
CRM Software
Report Analysis
Training programs
Proficient in Zendesk, Reamaze, Gorgias, Eteams, Slack etc
Timeline
Customer Success Pay Specialist
OysterHr
03.2022 - 06.2024
Customer Support Manager
LTVplus
09.2021 - 03.2022
Customer Service Representative
LTVPlus
02.2021 - 09.2021
Customer Care Representative(part Time)
Jumia
08.2018 - 12.2020
Bachelor of Science - Computer And Information Sciences
Karatina University
04.2001 -
No Degree - Digital Communications And Media
Fayetteville State University
04.2001 -
Certificate - Computer Packages
Christ The King Computer School
04.2001 -
Similar Profiles
Mary KilonzoMary Kilonzo
Youth Staff Member at YMCAYouth Staff Member at YMCA
Joy MuthoniJoy Muthoni
Missionery at For Mission WorkMissionery at For Mission Work
Charity KaitanoCharity Kaitano
Waitress at EKA HotelWaitress at EKA Hotel