VALARY AKINYI

• Provided primary customer support to internal and external customers.
• Provided support with daily administrative tasks with responsibilities such as implementing and optimising procedures,maintaining calenders, scheduling appointments and collaborating with other departments.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Helped customers to quickly onboard to our platforms and provided support they needed during onboarding.
• Responded to customer requests for products, services and company information.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Processed customer adjustments to maintain financial accounts.
• Updated account information to maintain customer records.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Handled over 50 calls per shift and over 60 chats per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
• Worked well in a team with other departments in the company to better the customer's experience to provide support and guidance.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Worked flexible hours across night, weekend and holiday shifts.

• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
• Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Logged call information and solutions provided into internal database.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Selected publication pieces that most effectively represented company mission and objectives.
• Used GoToConnect to create eloquent, visually appealing content for internal communications.
• Planned and executed effective internal communications and engagements campaigns to educate employees about humanitarian initiatives.
• Sought feedback from employees through surveys and questionnaires.

I graduated with a second class upper honors

• Professional development completed in international relations.
• Awarded second class upper honours.