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
Relationship management
Customer needs assessment
Handling customer inquiries
Handling customer complaints
Social Media management
Public Relations campaigns
Event planning
Event management
Writing
Publishing
Content development
Proofreading
Editing
Report writing
Article writing
Fact sheet writing
Press kit writing
Speech drafting
Press release writing
Fast-paced work environment
Team-oriented
Multi-cultural environment
Project management
Keyboarding
MS Office proficiency
CRM proficiency
Google Docs proficiency
Phone contact handling
Negotiation
Active listening
Follow up
Problem solving
Attention to detail
Customer satisfaction
Organizational skills
Planning skills
Coordination skills
Self-motivated
Drive for excellence
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