clinton connen

At iSON Xperiences Kenya, I lead day-to-day customer support queues across phone, chat, and WhatsApp-style messaging, balancing urgent contacts with response-time and satisfaction targets. I was promoted from Customer Care Executive to Team Lead based on top-quartile CSAT, peer mentoring, and operational leadership. I ensure every inquiry is accurately documented and tracked in CRM systems through resolution. I've handled billing disputes, service complaints, booking errors, and itinerary conflicts with empathy-first communication, proactive follow-up, and a focus on solving root causes. I also identify recurring support themes, create reproducible escalation reports, and contribute knowledge base articles that reduce repeat contacts. My remote experience with Dreamport strengthened my async work habits, accountability, and ability to support customers across time zones. I bring a trust-focused approach: I don't consider an issue closed until the customer is genuinely satisfied.