VIVIAN ADHIAMBO
CUSTOMER SUPPORT SPECIALIST
NAIROBI
Summary
Diligent Customer Support Specialist, self-motivated individual of high integrity dedicated to providing quality care for ultimate customer satisfaction. Skilled at listening to customers, keen to utilize creativity and use the work experience acquired to dedicate myself to an organization, taking the initiative to achieve organizational goals. Solves problems quickly to retain customers and delivers high level of service in every interaction. A great team player but can also be relied upon to work under pressure with little or no supervision.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Customer Support Specialist
BOLT
Nairobi
12.2020 - Current
- Handle customer inquiries via telephone, mail and/or SMS.
- Manage and resolve customer complaints.
- Provide customers with product and service information by clearly explaining procedures; answering questions; providing information.
- Identify and escalate priority issues and where necessary, follow-up customer concerns.
- Document all customer interaction information according to standard operating procedures.
- Maintaining and improve quality results by adhering to standards and guidelines and recommending improved procedures.
- Create loyal fans by showing them Bolt really care.
- Contribute and share ideas to decrease the workload and improve the quality & speed of Bolt's customer support.
Team Lead
YUM FOOD AND DELIVERIES, KFC Call Centre
Nairobi
12.2016 - 12.2016
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Reported on updates to project specifications and progress.
- Evaluating the quality of the calls made by my team by auditing their communications
- Deal with customer complaints in a timely manner, ensuring that the customer is always happy with the service and satisfied with the product
- Closely monitor my teams' activities to proactively prevent mistakes before they become problems
- Be in constant communication with the dispatch team as well as the restaurants to ensure orders are delivered on time
- Monitor and follow up on active orders with respective restaurants to ensure that all orders are completed to the customers' satisfaction
- Maintain daily accurate records of call center equipment at the call center and ensure accountability
- Participate in creating weekly schedules for every given team and delegating tasks across the team
- Answer phone calls and post clients orders on the website, prioritizing on an ongoing basis
- Update daily agent productivity sheet as well as the attendance tracker.
Customer Care Representative
YUM FOOD AND DELIVERIES, KFC Call Centre
Nairobi
11.2016 - 11.2016
- Ensure that all clients are satisfied with delivery of their goods and serve as the first-line of contact for customer interaction/complaints
- Answer all customers' questions on Yum and services Yum provide, ensuring that I have up-to-date knowledge on all products
- Manage all online orders and answering all calls, juggling tasks and managing priorities
- Assign riders for delivery, delegating tasks to make sure work is spread evenly.
Education
Bachelor of Degree - Purchasingand Supplies Management
Jomo Kenyatta University of Agriculture And Tech
Nairobi, Kenya 01.2011 - 01.2016
Skills
Excellent Communication Skills
Customer response
Multi-tasking skills
Troubleshooting skills
Teamwork skills
Tools
- Zendesk
- Emplifi
- Slack
- Jira Service Desk
- Leapsome
Timeline
Customer Support Specialist
BOLT
12.2020 - Current
Team Lead
YUM FOOD AND DELIVERIES, KFC Call Centre
12.2016 - 12.2016
Customer Care Representative
YUM FOOD AND DELIVERIES, KFC Call Centre
11.2016 - 11.2016
Bachelor of Degree - Purchasingand Supplies Management
Jomo Kenyatta University of Agriculture And Tech
01.2011 - 01.2016