Nick Obiero
Nairobi,Nairobi
Summary
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.
Education
A-Levels - BASIC HIGH SCHOOL EDUCATION
NYABONDO BOYS HIGH SCHOOL
01.2014
Bachelor of SCIENCE - NURSING
MERU UNIVERSITY OF SCIENCE AND TECHNOLOGY
11.2019
Skills
- Calendar management
- Strong Phone and verbal communication skills
- Active listening skills
- Familiar with CRM systems
- Call centre experience
- Remote teamwork
- Customer data management
- Live chat support
- Websites
- Portfolios
- Profiles
Websites
Languages
English
Swahili
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE/ VIRTUAL ASSISTANT
Certification
- Nursing, Nursing Council of akaenya
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-Kiambu Telehealth Centre
Software
MS Office, MS Suite, Google Workplace
Data analysis
Timeline
Customer Service Representative
Clipboard Health
09.2022 - Current
Customer Service Representative
Majorel
05.2020 - 08.2022
Customer Service Representative
CCI KENYA, SPIRIT AIRLINE
01.2018 - 04.2020
A-Levels - BASIC HIGH SCHOOL EDUCATION
NYABONDO BOYS HIGH SCHOOL
Bachelor of SCIENCE - NURSING
MERU UNIVERSITY OF SCIENCE AND TECHNOLOGY