Vionah Obunga
Nairobi, Nairobi Province,30
Summary
Dynamic Customer Service Representative with over three years of experience in fast-paced call center and e-commerce environments. Proven ability to manage order processes, provide sales support, and resolve complaints while facilitating cross-functional collaboration. Expertise in handling customer interactions across multiple channels, including phone, email, WhatsApp, and CRM systems, ensuring seamless communication and exceptional service delivery. Committed to leveraging ERP and CRM tools to maintain order accuracy and timely fulfillment, enhancing customer satisfaction and retention through effective problem-solving and teamwork.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Operations Customer Expert
Teleperformance
01.2025 - Current
- Respond to customer requests for products, services, and company information across multiple channels.
- Contribute to revenue growth by upselling products and cross-selling complementary services based on customer needs.
- Build rapport with clients through active listening and personalized service, boosting customer loyalty and retention.
- Manage order processing, complaints, and follow-ups with accuracy and urgency.
- Collaborate with sales and logistics teams to ensure timely delivery and fulfillment of customer orders.
- Maintain customer records in CRM, tracked interactions, and generated reports for continuous improvement.
- Consistently exceeded monthly sales targets by 35%.
Customer Experience Executive
Payless Africa
07.2024 - 01.2025
- Handled inquiries via calls, emails, chats, and social platforms, delivering timely and professional responses.
- Documented interactions and feedback in CRM systems, supporting internal process improvements.
- Coordinated with internal teams to resolve customer complaints and delivery concerns promptly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Support Specialist
We Are Oasis
02.2024 - 07.2024
- Responded to customer inquiries via phone, email, and chat, ensuring quick and professional resolutions
- Troubleshot technical issues, escalated complex cases when necessary, and followed up to guarantee customer satisfaction
- Documented interactions in the CRM system and identified areas for process improvement
- Collaborated with cross-functional teams to enhance service delivery and exceeded customer service goals.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Call Center Agent
Adept Technologies Kenya
01.2022 - 11.2023
- Identified customer needs, provided accurate information, and offered effective solutions
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Built sustainable relationships by delivering a positive customer experience and taking the extra step in resolving issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Developed expert knowledge of company products and services to provide accurate information to customers.
Legal Transcriptionist
Adept Technologies Limited
09.2021 - 12.2022
- Created precise legal records from dictations, ensuring error-free documentation for legal professionals.
- Contributed to the growth of the firm''s reputation for excellence in transcription services through consistent high-quality work.
- Improved transcript quality by proofreading and editing documents for grammar, punctuation, and formatting consistency.
- Leveraged advanced typing skills and proficiency in legal terminology to produce accurate, high-quality transcripts consistently.
- Increased overall transcript accuracy with thorough research on relevant legal terminology and case-specific details.
Education
Bachelor of Science - Community Health
02-2021
No Degree - Computer Studies
03-2016
Skills
- Rapport & Relationship Building
- Strong verbal and written communication
- Strong interpersonal skills
- Negotiation Skills
- Decision Making Skills
- Analytical skills
- Integrity
- Strong multitasking skills
- Customer Service & Client Support
- CRM & Reporting
- Problem-solving
- Customer service
- Friendly, positive attitude
- Teamwork and collaboration
- Sales Support, Lead Conversion & Upselling
Certification
Certificate in Computer Studies – Bostech ICT Solutions
Digital Customer Service – Generation Kenya
Languages
- English
- French
Referees
Christine Egessa
christineegessa@payless.africa
+254 722 445718
Lead Supervisor
Payless Africa
Lucy Mugure
lucy@oasisoutsourcing.co.ke
Phone: +254111 052290
Human Resource Manager
Oasis Outsourcing Ltd
Timeline
Operations Customer Expert - Teleperformance
01.2025 - Current
Customer Experience Executive - Payless Africa
07.2024 - 01.2025
Customer Support Specialist - We Are Oasis
02.2024 - 07.2024
Call Center Agent - Adept Technologies Kenya
01.2022 - 11.2023
Legal Transcriptionist - Adept Technologies Limited
09.2021 - 12.2022
Technical University of Mombasa - Bachelor of Science, Community Health
Bostech ICT Solutions - No Degree, Computer Studies