SUSAN ACHIENG KIWIRO
Nairobi
Summary
I am a highly motivated and dedicated Customer Support Executive with a passion for helping others. I am known for exceptional communication skills, which enable me to effectively understand and address customer needs. I do excel in problem-solving, often finding innovative solutions to complex issues, and is adept at building strong, lasting relationships with clients. Adaptability is one of my key strengths which enables to quickly learn new skills and thrives in dynamic work environments. I am not only goal-oriented but also embraces challenging tasks, consistently delivering on set targets with a high level of professionalism and efficiency. Overall, my combination of strong interpersonal skills, adaptability, leadership, and dedication makes me an invaluable asset to any team.
Overview
7
7
years of professional experience
Work History
Customer support executive
Teleperformance Kenya
Nairobi
07.2021 - Current
- Handled high-volume inbound calls from customers, accurately identifying their needs and providing prompt technical support to ensure satisfaction and retention.
- Processed customer orders, forms, and applications efficiently while maintaining high levels of accuracy and compliance with company procedures.
- Monitored and analyzed daily market performance metrics against established KPIs, contributing insights during team meetings and recommending process improvements for enhanced service delivery.
- Identified and escalated complex or high-priority issues to appropriate departments, ensuring swift resolution and minimizing customer dissatisfaction.
- Mentored and trained new team members, providing onboarding support, explaining job responsibilities, and promoting adherence to company policies and procedures.
- Investigated and resolved customer complaints by gathering relevant data and providing tailored solutions, maintaining a high standard of professionalism.
Travel Consultant
Dreamport
Remote
01.2020 - 11.2020
- Developed customized travel itineraries based on client preferences and budgets.
- Researched and negotiated with suppliers to secure competitive pricing for clients.
- Provided expert advice on destination choices, activities, and local customs.
- Assisted clients with travel documentation and visa application processes.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
Procurement Assistant (Internship)
The National Museums of Kenya
Nairobi
01.2019 - 09.2019
- Maintaining records of goods issued to various departments
- Conducting regular stock-taking
- Receiving and compiling purchase requests from various departments
- Keeping clear records of daily transactions, comments, and concerns to enable follow-up
- Participating in tender opening and scrutiny
- Following up on orders, providers’ performance, invoices, payments, and terms
Office Assistant
ICS-SP Africa
Nairobi, Kenya
05.2018 - 08.2018
- Receiving walk-in customers and serving as the first point of contact
- Preparation of Petty Cash budgets and reports on expenditures
- Receiving incoming calls and forwarding/responding to them as necessary
- Making travel reservations for staff
- Keeping the reception area tidy
Education
Bachelor’s Degree - Procurement and Supply Chain Management
Kenya Methodist University
11.2019
Kenya Certificate of Secondary Education -
Moi Girls High School
Skills
- Proactivity
- Communications
- Problem Solving
- Client Relations Building
- Coaching
- Mentorship
- Presentation
- Time Management
- Customer inquiry management (CIM)
- Software navigation
- Sales improvement
- Team building and training
- Customer service
LANGUAGES
English
Kiswahili
Timeline
Customer support executive
Teleperformance Kenya
07.2021 - Current
Travel Consultant
Dreamport
01.2020 - 11.2020
Procurement Assistant (Internship)
The National Museums of Kenya
01.2019 - 09.2019
Office Assistant
ICS-SP Africa
05.2018 - 08.2018
Bachelor’s Degree - Procurement and Supply Chain Management
Kenya Methodist University
Kenya Certificate of Secondary Education -
Moi Girls High School
Hobbies and Interests
Reading, Socializing, Volunteering, Traveling
Additional Information
- Languages: Fluent in English and Kiswahili
- Hobbies & Interests: Passionate about reading, socializing, volunteering, and traveling activities that enhance interpersonal skills and cultural awareness
- Strengths: Known for adaptability, leadership, and initiative. Committed to delivering exceptional customer experiences and building lasting relationships