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Operational Customer Expert
Customer service professional at Teleperformance Kenya, resolving support issues through email and chat and tracking cases in Ticketron.
KenyaOperational Customer Expert at Teleperformance Kenya
Delivered customer support via email and chat, managed tickets using Ticketron, and followed documented workflows to ensure service consistency. Monitored performance against KPIs and collaborated with cross-functional teams to resolve escalations.
TickeTronBMSGmailCustomer SupportTicket ManagementKPI MonitoringCross functional Coordination
Handled customer inquiries via phone, email, and Microsoft Teams, managed accounts in CRM, and processed invoices using the ETR system. Coordinated with technical teams to support service delivery.
CRMMicrosoft TeamsETR Invoice SystemCustomer ServiceAccount ManagementIssue escalation
Leadership Skills Development course completed in 2023.
Leadership Skills Development course completed in 2023.
Employability Skills Development course completed in 2023.
Employability Skills Development course completed in 2023.
IT Skills and Computer Applications course from The Eldoret National Polytechnic from 2019 to 2022.
IT Skills and Computer Applications course from The Eldoret National Polytechnic from 2019 to 2022.
Diploma in Supply Chain Management from The Eldoret National Polytechnic from 2019 to 2022.
Diploma in Supply Chain Management from The Eldoret National Polytechnic from 2019 to 2022.
Kenya Certificate of Secondary Education from Sinyolo Girls High School from 2014 to 2018.
Kenya Certificate of Secondary Education from Sinyolo Girls High School from 2014 to 2018.
Monitored user-generated content against guidelines, maintained accuracy in high-volume work, and responded to user inquiries while staying updated on procedures.
Content ModerationQuality AssuranceCommunication Skills
Conducted outbound calls, generated leads, and promoted internet service solutions. Updated and qualified leads in CRM systems while working toward weekly targets.
Cold CallingLead GenerationCRMSales
Supported planning and implementation of programs, monitored schedules and budgets, and coordinated communication among stakeholders. Organized meetings and events and supported reporting.
Program CoordinationAdministrationEvent PlanningCommunication Skills
Performed stocktaking, maintained inventory records, and prepared tender documents. Supported the procurement process including opening quotations and documenting evaluation minutes.
Inventory ManagementProcurementDocumentationTender Process
Profile sourced from Himalayas.