Summary
Overview
Work History
Education
Skills
Interests
Languages
Referees
Timeline
Generic

Parcel Chae

Eldoret

Summary

Conscientious communication professional with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.

Overview

1
1
year of professional experience

Work History

Technical and Customer Support Assistant

DeepAfrica Limited
07.2023 - 06.2024
  • Provided personalized assistance to customers, tailoring solutions based on individual needs and preferences.
  • Managed a high volume of customer tickets, maintaining organization and prioritizing urgent cases.
  • Assessed satisfaction levels after problem resolution ensuring clients'' expectations were met or exceeded.
  • Developed comprehensive knowledge of products and services to provide accurate information to customers.
  • Conducted periodic follow-ups with customers to ensure their continued satisfaction and address any lingering concerns.
  • Collaborated with team members to achieve consistent high-quality support and efficient problem resolution.
  • Maintained detailed records of customer interactions, documenting concerns, actions taken, and final resolutions.
  • Mastered various support tools including CRM systems, live chat software, email management platforms, maximizing productivity while assisting clients.
  • Achieved high levels of efficiency by staying up-to-date with product changes, industry trends, and company policies.
  • Utilized feedback from customers constructively to improve personal performance as well as make recommendations for process enhancements.
  • Assisted in the training of new team members, sharing best practices for providing exceptional customer support.
  • Promoted upselling opportunities when appropriate, ensuring customers were aware of relevant products or services that could enhance their experience.
  • Reduced average call wait time by implementing efficient support strategies and multitasking skills.
  • Increased customer retention rate by building strong relationships through empathetic listening and genuine concern for their needs.
  • Contributed to the improvement of internal processes through the identification of recurring issues and suggestions for streamlining support efforts.
  • Participated in regular team meetings to discuss ongoing challenges, share insights, and collaborate on continuous improvement initiatives.
  • Handled escalations professionally while always advocating for the best interests of the client.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Social Media Intern

DeepAfrica Limited
04.2023 - 06.2023
  • Boosted brand awareness by creating and scheduling engaging content across various social media platforms.
  • Developed and executed social media campaigns for optimal reach, engagement, and growth.
  • Assisted team with various marketing projects that would engage new leads and potential customers.
  • Created engaging content to catch attention of potential customers.
  • Collaborated with the marketing team to create visually appealing graphics and multimedia content.
  • Researched relevant industry trends to develop engaging, topical social media content.
  • Monitored social media channels for relevant news and trends, incorporating them into the overall strategy as appropriate.
  • Supported event promotion efforts through targeted social media posts and cross-promotions with partners.
  • Increased website traffic by optimizing social media posts with relevant keywords, hashtags, and links.

Education

Bachelor Of Applied Communication - Public Relations

Multimedia University of Kenya
Nairobi Kenya
10.2023

Certificate of Secondary Education ‘O’ -

St Peters Mumias Boys High School
Mumias Kenya
2018

Certificate of Primary Education -

St. Grace Academy, Kenya
Eldoret Kenya
2014

Skills

  • Attention to Detail
  • Technical Troubleshooting
  • Customer service
  • Customer Communication
  • Social Media Management
  • Event Coordination

Interests

Actively participated as a member of the Multimedia University of Kenya

Corporate Communication Club, a student-run organization focused on enhancing communication skills and fostering relationships between students, faculty, and staff at Multimedia University


Managed the social media accounts of the MMU Men's Hockey Team, The MMU Trojans, with a focus on building brand awareness, increasing engagement, and

fostering a strong sense of community among fans and supporters

Languages

  • Fluent in both English and Kiswahili.
  • French - Basic proficiency.

    • Referees

    George Nyaswenta,

    CEO, Pacifica Global,

    Telephone +254720992007.


    Vincent Moseti

    Manager, deepAfrica Limited,

    Telephone+254711451918


    Dennis Kipkemboi,

    CEO Techlup Solutions,

    Telephone +254724 974848

    Timeline

    Technical and Customer Support Assistant

    DeepAfrica Limited
    07.2023 - 06.2024

    Social Media Intern

    DeepAfrica Limited
    04.2023 - 06.2023

    Bachelor Of Applied Communication - Public Relations

    Multimedia University of Kenya

    Certificate of Secondary Education ‘O’ -

    St Peters Mumias Boys High School

    Certificate of Primary Education -

    St. Grace Academy, Kenya

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