Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Shopify, Gorgias, Asana, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Clipboard Health
09.2022 - Current
Verifying credentials or documents required for onboarding healthcare professionals.
Responding to inquiries from healthcare professionals (nurses, CNAs, etc.) and healthcare facilities.
Providing assistance with account setup, profile updates, and scheduling.
Handling concerns related to job assignments, cancellations, and payments.
Helping new users navigate the platform and understand its features.
Escalating complex issues to specialized teams or supervisors when necessary.
Maintaining accurate records of interactions and updates in the system using Zendesk.
Customer Service Representative
Majorel
NAIROBI, NAIROBI
05.2020 - 08.2022
Manage large amounts of outbound calls and negotiate payoff deadlines and payment plans.
Handle customers' questions or complaints: contacting debtors to inquire of their payment status.
Analyzed the customers' financial situation and offered the best payment solutions.
Performed collection calls on assigned accounts in my queue.
In required instances, troubleshooting for the customer.
Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.
Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
Customer Service Representative
CCI KENYA, SPIRIT AIRLINE
NAIROBI, NAIROBI
01.2018 - 04.2020
Answering questions about flight schedules, prices, and other airline information that helps customers book travel plans.
Processing customer reservations by confirming details with customers via phone or computer.
Processing refunds for delayed or canceled flights by communicating with travel agencies or airlines to obtain authorization for refunds.
Processing claims for lost or damaged luggage by gathering information about the damage or loss from passengers and submitting claims to insurance companies on behalf of the airline.
Providing information about airport facilities, such as locations of gates, luggage carts, and restrooms.
Answering General customer questions on the company.
Built rapport with customers through courteous and professional communications.