Pauline Cherono

• Provided primary customer support to internal and external customers.
• Maintained and managed customer files and databases.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer calls and emails to answer questions about products and services.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Assisted sales team by creating and maintaining supporting data files.
• Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
• Responded to customer queries in timely and accurate ways via phone, email or live chat.
• De-escalated customer complaints using specialized communication techniques.
• Cross-trained and provided backup support for organizational leadership
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KEY ACHIEVEMENT: Maintaining an average customer satisfaction rating of 95% or higher over a one-year period, based on customer feedback surveys. This achievement involved handling an average of over 50 customer inquiries per day, with an average response time of less than 24 hours.