Customer Service Support

Bernard Adalla Olaka

City Square, Nairobi, Kenya

Mobile: +254-***-***-*** Email: *****.****@*****.*** Professional Summary

Experienced Customer Support Associate with the ability to meet challenging performance targets and consistently achieving maximum Customer Satisfaction levels. Focused on keeping the Customer Service Department efficient by applying excellent skills and experience in this setting. Work Experience

Customer Support Associate 06/2024 - Current

Angaza Kenya - Nairobi

• First-level customer/Merchant Support that includes receipt and logging in of tickets received via Voice and WhatsApp Channel

• Ensuring all inquiries are addressed in line with the laid down processes and procedures and resolved to the customers’ and merchants’ satisfaction

• Collaborate, coordinate and monitor the progress of escalated tickets ensuring resolution and maintaining an open customer and merchant feedback loop to ensure all issues are resolved promptly and effectively

• Onboarding and guiding new customers through the onboarding process, ensuring they are well- trained and educated to use our products, addressing any initial customer challenges and concerns promptly and cascading this feedback to the relevant teams to improve customer experience

• Gather and communicate customer feedback to internal teams to enhance products and service

• Maintain accurate records of customer interactions, feedback, and resolutions Group Coordinator 02/2023 - 05/2024

Black Ivory Contact Center - Nairobi

Responsible for training new customer service employees and supporting experienced employees to improve their performance.

Monitor call volume; prioritize and distribute workload for the team.

Track and measure individual and team goals throughout the day and on a long-term basis.

Conduct employees' performance reviews, deliver coaching to the team, and report progress to the Call Center Management.

Handling escalations and resolving unique customer queries that require a higher level of authority.

Customer Service Specialist 09/2022 – 01/2023

Majorel - Kenya

• Conducting research to provide answers for customers to resolve their issues.

• Handling customer complaints, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Work closely with team leaders, supervisors, and call center heads to ensure maximum levels of customer satisfaction are met.

• Assisting with product returns, damaged items and warranty claims. Trainer & Quality Assurance 05/2021 – 09/2022

TechnoBrain BPO - Kenya

• Providing training to newly hired customer service representatives and retraining experienced team members to ensure successful performance of job duties.

• Developing and maintaining training program schedules and implementing new training programs as needed.

• Monitoring KPIs, tracking quality metrics, and providing regular analytics reports to management.

• Contributing to call calibration sessions to evaluate agent performance.

• Served as an intermediary for escalations from agents and customers.

• Enhancing and administrating development programs for employees.

• Assist in enhancing and administrating development programs for employees. Customer Service Representative 07/2020 - 04/2021

Horizon Contact Centers - Nairobi

• Resolve customer complaints via phone, email, mail, or social media.

• Close out or open call records, Utilize computer technology to handle high call volumes.

• Work with team managers and supervisors to ensure proper customer support is delivered.

• Troubleshooting common issues with the company's products and services. Office Administrative Executive 09/2018 - 04/2020

Integrated Service Solutions Co. Ltd

• Maintaining employees' records (Salaries, Advanced salaries, Loans, Leave, and off days) in a proper manner.

• Preparing sales invoices & upkeep of an accurate accounts filing system.

• Handling and managing petty cash and preparing petty cash records.

• Ensuring supplier invoices are correct and organized for on time payments. Education

Digital Skills Training 11/2017 – 10/2018

e-Mobilis Institute of Technology

Bachelor of Commerce, Finance 05/2013 – 11/2017

University of Nairobi – 4th Year, Last Semester

Aquinas High School - Nairobi 01/2008 – 11/2011

KCSE Certificate – Grade B

Skills

• Multi Communication skills.

• Problem-solving skills.

• I.T Proficiency: WORD, Excel, PowerPoint, Internet, and Email.

• CRM Systems

Languages

English - Fluent

Swahili - Fluent

Referees

1) Fred Omany, Manager, Customer Success Operations - Angaza, Kenya Tel: +254-***-***-*** 2) Caroline Adera, Director - Integrated Service Solutions. Tel: +254-***-***-**

Contact this candidate