REBECCA ATIENO ODIPO
Customer Support Agent
Nairobi,30
Summary
Seeking a more challenging job where my skills and expertise will be used in managing customer communications and initiatives to realize improved loyalty, satisfaction, retention and improve business bottom-line.
Detailed oriented, focused and innovative Professional with vast experience (3 +) in Customer relationship / experience management – Call center, Internal and external communication management, Public relations and Social media / Digital marketing and Communication management.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
Work History
Customer Service Executive
Call Centre International Kenya Limited (CCI Kenya)
09.2021 - Current
- Providing timely and first hand resolutions to customer problems and answering queries while ensuring quality customer service in all interactions with assigned customer group per set standards
- Handling customer inbound calls with an overall customer satisfaction score of 100% and a call success rate of above 98%
- Providing customers with products and service information by clearly explaining procedures, answering questions and providing relevant information
- Maximizing customer satisfaction ratings and loyalty by handling and solving customer queries, problems and complaints within the agreed turn-around times
- Following through on all issues to ensure closure of customer queries and complaints within stipulated SLAs – achieved 99.9 % adherence to service level agreements and gave progressive feedback on potential breach of SLA
- Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken in the CRM software
- Collecting customer feedback through Outbound calls to ensure that our client products / service meet customer expectations
- Achieved and maintained an average call quality of 100% for 3 months consecutively which was rated as excellent performance
- Attained 100% marks in all customer service categories including communication skills, interpersonal skills, problem-solving, and friendliness
- Successfully built a sustainable relationship with customers, going the extra mile in all conversations
Customer Service Executive
Medical Administrators Kenya Limited (MAKL)
01.2020 - 09.2021
- Provided one-stop customer support for all MAKL services by responding to customer contacts within defined SLAs
- Attended to walk-ins and customer’s enquiries within acceptable turnaround times with an aim of generating sales, satisfying and retaining the customers
- Managed a large numbers of inbound calls
- Built sustainable relationships by resolving / escalating in a timely manner
- Resolved customer query on first contact and kept the promise of query/problem resolution for escalated cases
- Digital platform marketing and responding to clients through social media platforms e.g
- Through Facebook, Instagram and twitter
- Improved customer education and satisfaction by educating them on terminology, features and benefits of products
- Monitored social media pages for comments, replies, and inquiries with a view of providing timely and proactive responses to the Clients enquires, resulting to increase in organic traffic of 20%
- Generated weekly reports on social media presence, engagement and effectiveness across all platforms to evaluate and boost overall impact and performance
- Successfully maintained negative sentiments below 7.5 % through timely complaints handling and resolution on the Company Social Media platforms
- Increased customer retention levels and maintained high satisfaction rate by responding to Customer enquiries and complaints courteously and professionally, with interest, urgency and care
- Addressed customers’ complaints as per the company guidelines and managed service delivery issues efficiently while maintaining good customer relation
- Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude
Intern - The Public Relations and Communication office
The Office of The Controller of Budget
09.2016 - 12.2016
- Implemented Public Relations/Communication objectives that raised awareness, visibility and profile of the organization
- Provided front office services to external and internal staff by provision of quick response to their queries as the first line of contact and strive for a customer friendly environment
- Responsible for proper arrangement and layout of the front office to ensure good ambience and display of Institution’s promotional materials
- Prepared and implemented comprehensive public relations/communications strategies to support the Office objectives
- Provided a first level of response to media inquiries and maintained effective media relations to maximize frequent and positive media coverage
- Created and maintained a database of journalists, editors and other key media personnel
- Wrote press releases, talking notes / official speeches and articles
- Generated weekly reports on social media presence, engagement, and effectiveness across all platforms to evaluate and boost overall impact and performance
Education
Bachelor - Journalism and Mass Communication, Public Relations
The University of Nairobi
09.2013 - 05.2019
Kenya Certificate of Secondary Education - undefined
Moi Forces Academy
01.2008 - 04.2011
Skills
Customer service
Timeline
Customer Service Executive
Call Centre International Kenya Limited (CCI Kenya)
09.2021 - Current
Customer Service Executive
Medical Administrators Kenya Limited (MAKL)
01.2020 - 09.2021
Intern - The Public Relations and Communication office
The Office of The Controller of Budget
09.2016 - 12.2016
Bachelor - Journalism and Mass Communication, Public Relations
The University of Nairobi
09.2013 - 05.2019
Kenya Certificate of Secondary Education - undefined
Moi Forces Academy
01.2008 - 04.2011
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