Antonette Otieno

Antonette-| - LinkedIn: https://www.linkedin.com/in/antonette-otieno-6507b231b Customer Service Expert & Virtual assistant Professional Experience Freelancer Virtual Assistant • • • • • • • 12/23 - present Email Management: Organizing, sorting, and responding to emails efficiently Calendar Management: Scheduling appointments, meetings, and reminders effectively Data Entry: Accurately inputting and maintaining data records Customer Support: Delivering excellent service through various channels Social Media Management: Creating, scheduling, and boosting online presence Research: Conducting and presenting research findings effectively Administrative Support: Assisting with administrative tasks for operational efficiency Call Center International Kenya Customer Service Agent • • • • • • 01/22 - 11/23 Developed customer support knowledge base for increased efficiency and reduced response time Created and updated end-of-day reports on handled issues Assisted customers with orders, product inquiries, and post-sales support via phone and email Investigated and resolved customer complaints in collaboration with the operations team Managed high volume of customer calls, emails, and chats, addressing inquiries and resolving issues Utilized Zendesk for documenting interactions, tracking inquiries, and escalating complex cases Horizon Contact CentersLtd Customer Service Agent • • • • • • • • • • • • • • 01/21 - 12/21 Proficient in Zendesk, Front, and Intercom Skilled in Slack, Trello, Google Docs, and Zoom Strong written and verbal communication skills Recognized for outstanding service and issue resolution Conducted product demos and led customer training Managed outbound calls and CRM data entry Aided in onboarding new employees Received multiple Employee of the Month honors Promptly responded to inbound communications Documented interactions for accurate records Addressed inquiries, concerns, and issues Followed up on overdue payments Provided assistance with technical troubleshooting Communicated changes to customers Education Eldoret College of Professional Studies Hospitality 01/19 - 11/20 Nyamira Girls High School KCSE - Certificate 01/15 - 11/18 Key Skills • • • • • • • • • • • Administration Data Entry Communication Time management Ameyo & Freshdesk Order Processing & Management Outbound & Telephone Support Social Media Troubleshooting Calendar management Customer service References Available Upon Request