Experience

Kopo Kopo Inc

• Kenya
• Financial Services
• 1 - 100 Employee

• • Apr 2023 - Present

• • Jun 2022 - Apr 2023



d.light

• United States
• Renewable Energy Semiconductor Manufacturing
• 500 - 600 Employee

• Customer Experience Executive

  • Jan 2020 - May 2022

  ✔ Providing good customer service, leading to a good customer experience hence customer retention. ✔ Working with teammates to exhaust lead penetration to 95-100% on Ameyo and Collect Smart as allocated for the day. ✔ Quickly identify major issues affecting a number of clients and advocate for having them addressed promptly. ✔ Receiving customers' incoming calls to solve their complaints regarding d. light products ✔ Educate customers on our products and troubleshooting thus providing customer satisfaction. ✔ Monitor accounts to identify outstanding debts as part of revenue generation. ✔ Resolve billing and customer credit issues in order to provide a good customer experience. ✔ Support clients on warranty and token concerns to enable them to have a good experience with our products. Show less



Techno Brain Group

• United Arab Emirates
• Information Technology & Services
• 500 - 600 Employee

• Customer Service Executive

  • May 2017 - Dec 2019

  ✔ Handled customer queries, complaints, instructions received through calls,SMS,Facebook, Twitter and email communication 24/7 to ensure excellent customer service. ✔ Interacted with Zuku clients, intermediaries, and service providers to ensure that the care is given within our companies’ policy guidelines. ✔ Was responsible for maintenance of a high level of professionalism with clients and work to establish a good rapport with every client. ✔ Responded to queries from clients, intermediaries, and service providers through answering telephone calls, probing clients, and verifying the information as well as liaising with underwriters on the scope of cover for the various schemes' benefits. ✔ Prepared periodic reports for management on complaints, suggestions and reviews raised by Zuku clients for better and improved customer relations. ✔ Maintained and improved quality results by adhering to standards and Customer Experience guidelines,while also recommending improved procedures with a QA score target 90%,NPS +30, CSAT 90%.Customer Effort 90%. ✔ Ensured clients' outpatient approvals are issued via email as per SLA. ✔ Maintained communication equipment by logging in 90% of interactions through CRM for traceability/visibility; ✔ Worked closely with the management team to stay updated on product knowledge and change in company policy. ✔ Drove progress towards the goal to reduce operational costs and increase the total number of customers via retention by answering calls in a professional and informative manner. ✔ Was a natural problem solver to issues that were raised within the organisation and provided quick solutions as an associate and as part of ensuring excellent customer service. ✔ Performed any other duties as may be assigned from time to time. Show less