Regina Wachira
Nairobi
Summary
Dynamic and results-oriented Customer Support Representative with a proven track record of delivering exceptional omnichannel support to customers. Highly skilled in exceeding KPIs and performance metrics while efficiently managing ticket queues to meet SLA guidelines. Adept at advocating for the customer experience, adapting to new processes, and fostering a collaborative team environment in fast-paced settings. Possessing strong organizational, communication, and problem-solving abilities, along with proficiency in CRM and ticketing tools. Leveraging one to two years of technical support experience in the hi-tech or consumer electronics industry to drive success at Safari Link
Overview
4
4
years of professional experience
Work History
Customer Support Representative
SafariLink Kenya
Nairobi
12.2019 - 01.2024
- Provided omnichannel support (voice and email) to customers, ensuring prompt issue resolution and satisfaction
- Consistently exceeded KPIs and performance metrics, maintaining high customer ratings and compliance with SLA guidelines
- Managed ticket queues efficiently to meet SLA requirements, prioritizing tasks based on urgency and complexity
- Advocated for the customer experience by addressing pain points with empathy, fostering strong customer loyalty
- Collaborated effectively with team members to address customer issues and improve support processes.
Education
Bachelor of Business Administration -
University of Nairobi
08.2019
Skills
- Omnichannel Customer Support
- KPI and Performance Metrics Management
- SLA Compliance
- Customer Advocacy
- Adaptability to New Processes and Products
- Team Collaboration
- Fast-Paced Environment Management
- Judgment and Decision Making
- Problem Resolution
- CRM and Ticketing Tools (Salesforce Service Cloud)
- Organizational and Time Management
- Written and Verbal Communication
- Technical Support in Hi-tech/Consumer Electronics
- Software troubleshooting
Tel
0706814887
References
Available upon request.
Timeline
Customer Support Representative
SafariLink Kenya
12.2019 - 01.2024
Bachelor of Business Administration -
University of Nairobi
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