Catherine Lencer Gone
Customer Service and Operations
Contact
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Objective
Proactive, empathetic and passionate Customer Service Specialist with over 6 years of experience. Trained in conflict resolution, research and communication. Strong ability to lead others and work towards improved corporate operations.
Education
International Project Management
Rochester Institute of Technology, 2019.
University of Nairobi
Bachelor of Economics and Statistics, 2011.
Strathmore University
Certified Public Accountant (CPA 1), 2010.
Experience
May 2017 – February 2019.
Associate - Tanzania, Branch International
Reconciliation of payments and disbursements through the different network providers; Tigo, Airtel and Vodacom.
Social Media and Project Management.
Work on projects that assist in customer KYC.
Review profiles and loan applications based on the set target.
Risk Assessment
March 2016 – April 2017.
Customer Solutions Associate, Branch International
Delivering efficient responses to customer inquiries.
Escalating customer feedback and IT bugs.
Track team KPIs and drive performance improvement.
Proactive in managing and detecting changes in the system.
April 2014 – July 2015
Sales and Customer Care, Fones Direct Limited,
Train new staff.
Troubleshoot and repair software problems.
Generate sales leads and solve customer complaints.
Transact on mobile money transfer, Mpesa.
Solve customer complaints and answer customers' questions.
Key Skills
Great Customer Care.
Fintech proficiency and expertise.
Project Management.
Proficiency in Microsoft Office.
Customer Support Software like Zendesk.
Live Chat.
Problem Solving.
Risk Assessment.
Budget planning.
Achievements
Managed projects that proved the importance of ID verification in KYC lowering risks by 4%.
Planned a week-long trip for 80 people from 6 countries (3 continents)
Improved KPIs - Reduced customer response turn-around time by 40%.
Best sales recorded for the year 2014 due to increased customer retention by 5%.
