Customer Service Data Entry

RESUME

Mobile: +*** (0-715****** Email: **********@*****.*** Address: Po. Box 47

Akala

Payment Support Concierge Specialist Social Discovery Group July 2021– April 2025 Customer Service Assistant Ngao Building Systems Limited Feb 2019 – Nov 2019 bruary

Mobile: +254 (0-715****** Email: **********@*****.*** Address: Po. Box 47 Akala ELCY A. OKOTH

Customer Service Professional

PROFILE SUMMARY

Committed and reliable customer service representative with over 5 years of experience in delivering excellent client support to attain better customer satisfaction. Can handle high-volume inquiry processes, effective problem-solving, data entry, and documentation without errors. Proactive in relationship building with the client, complaints handling, and timely resolution of issues to retain customer loyalty. Proficient in CRM software, multitasking, and staying composed under pressure. Looking for a position where dedication to client service, excellent communication, and organizational skills shall lead to customer satisfaction, helping achieve the results of an organization.

KEY SKILLS

Technical Skills

Customer Relationship Management (CRM) Software Proficiency High-Volume Inquiry Management

Data Entry and Documentation Multichannel Support Technical Troubleshooting Order Processing and Tracking Knowledge Base Utilization

Soft Skills

Effective Communication Problem-Solving and Innovation Empathy and Patience Time Management and Organizational Adaptability and Flexibility Team Collaboration Conflict Resolution

WORK EXPERIENCE

Delivered end-to-end support for customers experiencing payment issues, ensuring quick resolution of transaction disputes and chargebacks.

Handled inquiries related to billing, refunds, and subscription services via email, live chat, and phone, achieving a 95%+ satisfaction rate.

Collaborated with payment processors and internal finance teams to investigate and resolve failed or delayed payments.

Maintained accurate records of financial transactions in CRM and supported compliance with data protection regulations.

Identified fraudulent transactions and escalated issues accordingly to mitigate revenue loss and enhance customer security.

Educated customers on payment methods and helped improve digital wallet usage, reducing failed payments by 20%.

Customer Support Associate E-com Services Limited November 2019 – April 2025

Handle and solve an average of 100 customers' inquiries daily through email and live chat, offering timely, accurate solutions to enhance customer satisfaction.

Process over 50 incoming and outgoing calls daily from customers with inquiries concerning the service provided, receive payments, and resolve issues efficiently to retain customer loyalty.

Moderate content for over 200 online dating and social networking site profiles on a weekly basis to meet the site's policies, presenting a professional and secure user experience.

Process more than 50+ premium membership upgrades daily, following company protocols with regard for accuracy and security of customer financial information.

Identify and verify more than 30 customer accounts per week to avoid cyber threats and minimize the potential risks of online fraud, hence improving client security.

Enter customer information into CRM software and make updates with complete accuracy, with more than 150 data entries daily, ensuring privacy and integrity of sensitive client data.

Collaborate with the team to realize predetermined Service Level Agreements (SLAs) through complaints resolution at 95% or higher within a period of 24 hours to help improve client retention and loyalty.

RESUME

Mobile: +254 (0-715****** Email: **********@*****.*** Address: Po. Box 47 Akala

Effectively managed more than 150 customer interactions on a daily basis, in person, on the phone, and via e-mail, providing quick and complete solutions to queries and complaints. This was instrumental in the retention of clients for the organization by 20% in six months' time.

Handled calls exceeding 120 each day, efficiently connecting callers to relevant departments. This reduced the average time taken to handle a call by 15% and improved overall customer satisfaction.

Maintained a clear, presentable front desk that smoothed daily operations, increasing efficiency and improving customer wait time directly by 25%.

Managed and processed over 50 pieces of incoming and outgoing mail daily, using past experience to ensure effective timeliness in delivery and accurate documentation that contributes toward smoothing the lines of communication for senior management.

Handled more than 200 customer complaints within a week through proactive follow-ups and efficient use of CRM software, which helps to build greater trust among the customers and contributes to a 30 percent increase in positive feedback.

Initiated and maintained good contact relationships with over 100 clients monthly through providing them individualized assistance and follow-up services. These personalized services were very key in sustaining high levels of customer loyalty and satisfaction. Intern Mumias Sugar Co-operative Sacco July 2018 – December 2018

Process payroll entries efficiently for over 150 employees, ensuring payroll products are properly captured in the system for timely salary disbursement that enhances staff satisfaction.

Attend to over 200 customer inquiries at the help desk monthly and provide timely resolutions to problems, thus sustaining a very high level of client satisfaction through effective relationship building and communication.

Registered and updated 120 new members into the Sacco's system, whose information is updated with the Society and smoothened the integration into membership for easy induction, improved onboarding process, and retention of members.

Calculated and confirmed loan qualifications for over 80 plus loan applications effectively in liaison with policies set by Sacco. As such, it has been easy to smoothly approve loans and increase customer confidence in financial services.

Opened over 60 new accounts and provided related banking services to customers, including revenue banking and account management both manually and on the system for smooth operations and customer convenience.

Carried out set-ups of network systems and effecting corrections to system failures within 2 hours from the time such failures occurred for continuous operations and effective data management to complement Sacco's commitment to reliable service delivery. EDUCATION

Bachelor of Business Management and Information Technology Kabarak University; 2013 to 2017 Certificate in Digital Customer Service Generation Kenya; June 2021 Kenya Certificate of Secondary Education Kaimosi Girls High School; 2009 to 2012 REFEREES

Available on Request

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