I am a results-driven Customer Experience professional with experience supporting customers in high-volume contact center environments. I manage customer interactions across voice, chat, email, and SMS channels while focusing on satisfaction, loyalty, and timely resolution. I am skilled in handling customer inquiries, resolving complaints, de-escalating challenging situations, and providing accurate product and service information. I use active listening, clear communication, and problem-solving skills to create positive customer experiences.
I have experience using CRM systems to document interactions, track cases, escalate unresolved issues, and follow up with customers. I understand the importance of maintaining accurate records and delivering real-time support. My background also includes customer sales support, including upselling services based on customer needs. I am comfortable working with inbound calls and balancing customer service objectives with business goals.
In addition to contact center work, I have supported training delivery and provided event-based guest service in fast-paced environments. I am collaborative, adaptable, and committed to delivering professional service across diverse customer touchpoints.
I manage high-volume customer interactions through chat, email, and telephone channels for SHEIN.
I resolve customer complaints, accurately log interactions in CRM systems, escalate complex cases, and follow up to support timely resolution.
I handled inbound customer calls, provided product and service information, and resolved customer complaints.
I documented interactions in the CRM system and supported sales performance through service upselling.
I supported training delivery at Kenya Coast National Polytechnic.
This role strengthened my communication, interpersonal, and learner support skills in an educational setting.
I delivered customer service during high-volume events and responded to guest requests in a timely manner.
I resolved issues in real time and helped ensure positive guest experiences and customer satisfaction.
Higher Diploma, Technical Trainer Education
Higher Diploma in Technical Trainer Education.
BSc, Food Service & Hospitality Management
Bachelor of Science in Food Service and Hospitality Management.
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