Phallen Theresa Oyoo

While stationed at Kihara Level 4 Hospital:

• Provide first-line technical support to users via phone, email, and chat, addressing a wide range of issues related to patients' bills
• Diagnose and resolve customer issues with accuracy, escalating complex problems to higher-level support when necessary.
• Document all interactions and solutions in the CRM system, ensuring accurate and timely record- keeping
• Conduct follow-ups with customers to ensure issues are resolved satisfactorily, and gather feedback for service improvement.
• Collaborate with cross-functional teams to identify and address recurring problems and improve overall support processes
• Analyzed support metrics and customer feedback to identify areas for improvement and recommend solutions.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• Worked with cross-functional teams to achieve goals.
• Maintained updated knowledge through continuing education and advanced training.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Corresponded with customers via email, chats, voice calls and telephone to address inquiries, payments, and orders
• Utilized the Zendesk CRM software to track and manage customer interactions and support requests efficiently
• Provided exemplary customer service during customer visits and offered realistic advice
• Assisted in document preparation, file retrieval, data entry, and general clerical duties and bookkeeping
• Delivered high-quality support to customers, addressing inquiries and resolving issues that arose
• Provided training and guidance to new team members on best practices for customer support
• Analyzed support metrics and customer feedback to identify areas for improvement and recommend solutions
• Very instrumental in securing some of the lucrative parastatal tenders for the company through effective marketing via emails, networking chats, door-to-door campaigns, and voice calls.
• Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
• Managed inventory and supplies to ensure materials were available when needed.
• Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.