Valentine Mutisya
Customer Support Specialist
Nairobi
Summary
I am a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities and committed to maintaining professional relationships to increase profitability and drive business results. I am also committed to ensuring customer satisfaction by providing exceptional service and unmatched support. I am proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. I am a detail-oriented team player with strong organizational skills and ability to handle multiple projects simultaneously with a high degree of accuracy. I enhance customer experience by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Support Specialist
Influx
06.2022 - 02.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Used Zendesk to respond to customer emails, calls and chats.
- Developed and executed promotional strategies to increase the blog's reach and attract new visitors.
- Created and published high-quality, engaging, and relevant content that addresses the needs of the target audience.
- Developed and maintained an editorial calendar to plan and organize blog content.
- Ensured all content is accurate, error-free, and aligned with brand voice and messaging.
- Served as subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Escalated issues that were out of my scope using Asana.
- Responded to customer inquiries and requests via telephone, email, and chat in timely fashion.
- Performed research to answer customer inquiries and requests.
- Resolved customer queries, recommended solutions and guided product users through features and functionalities.
- Handled complaints, provided appropriate solutions for customers, and follow up to resolve any issues their customers experience.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns.
Customer Service Representative
Majorel
03.2021 - 05.2022
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Handled emails, calls and chats using Re: amaze.
- Exceeded performance metrics consistently, earning recognition as top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Escalated issues that were out of my scope using Jira.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Increased efficiency and team productivity by promoting operational best practices.
- Shared feature requests and effective workarounds with team members.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Analyzed and reported product malfunctions (for example, by testing different scenarios or impersonating users).
- Handled complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience.
Orthopaedic Technologist
Memorial Hospital
10.2020 - 02.2021
- Supported diagnostic processes through accurate recording of patient medical histories and symptoms.
- Facilitated effective communication between physicians and patients, acting as an interpreter when needed.
- Conducted comprehensive examinations to assess range of motion, muscle strength, reflexes, sensation levels leading to better diagnosis.
- Strengthened collaboration among healthcare team members through active participation in interdisciplinary meetings.
- Contributed to successful surgeries by preparing patients and operating rooms for orthopedic procedures.
- Stayed informed about latest advancements in orthopedic technology to recommend appropriate solutions for specific patient needs.
- Interpreted radiological images of orthopedic and trauma cases; coaching, Mentored and provided job training to staff working under me.
- Carried out minor Orthopedic Operative techniques involving insertion and removal of Steinman's pins.
- Treated bone fractures, dislocations, amputations, or traumatic injuries to one or more muscles or joints.
- Assessed patient comfort related to cast and splints and assisted with comfort measures.
- Handled tools and machinery with caution and precision to avoid costly mistakes and safety accidents.
Education
Medicine
Kenya Medical Training College
Nakuru 03.2020 - 01.2024
Skills
[Product or Service] support
Customer service excellence
Customer response
Ticket management
Follow-up skills
Product and service solutions
Critical thinking
Promotional support
Problem-solving abilities
Complaint resolution
Data entry
Payment processing
Complaint handling
Editing
Reference
References available on request.
Tools
Zendesk
Slack
Asana
Re:amaze
Jira
Timeline
Customer Support Specialist
Influx
06.2022 - 02.2024
Customer Service Representative
Majorel
03.2021 - 05.2022
Orthopaedic Technologist
Memorial Hospital
10.2020 - 02.2021
Medicine
Kenya Medical Training College
03.2020 - 01.2024