Cynthia Merab Ooko

- CYNTHIA OOKO - Customer Support Specialist | SaaS Support Specialist Nairobi,Kenya SUMMARY Customer Support Specialist with over three years of experience delivering empathetic and solution-driven customer care in BPO and SaaS environments. Proficient in providing seamless support across multi-channel platforms, including voice, email, chat, and social media. Skilled at troubleshooting, maintaining CRM systems, and delivering outcomes that exceed key performance indicators. Adept at working in fast-paced environments and collaborating with cross-functional teams to optimize workflows. EDUCATION University of Nairobi Bachelor of Science in Environmental Conservation and Natural Resource Management 2019 SKILLS Multi-channel Customer Support (Voice, Chat, Email, Social Media) Zendesk CRM and Ticket Management SaaS Tools and Processes Escalation Management and Issue Resolution Consultative and Empathetic Communication SLA Compliance and KPI Achievement Remote Work Collaboration Process Optimization and Trend Analysis Time Management and Flexibility CERTIFICATIONS ALX Virtual Assistant Course (2024) Covered: Communication Skills, Time Management, Organizational Skills, SaaS Tools, Customer Service, CRM Proficiency, and Problem-Solving PROFESSIONAL EXPERIENCE Customer Service Representative Teleperfomance | October 2022-October 2024 Delivered outstanding customer service via voice, email, and chat, achieving a 95% CSAT score and a 20% improvement in response times. Effectively managed high call and email volumes, consistently exceeding KPIs by 15%. Improved customer communication clarity by actively listening, reducing repeat inquiries by 10%. Enhanced team productivity by maintaining accurate Zendesk CRM records, contributing to a 25% faster resolution rate. Supported escalated cases to ensure adherence to SLA compliance, achieving a 95% resolution rate. Customer Service Representative Payloan Investment Ltd.| October 2020-February 2022 Managed over 100 daily interactions across phone, email, and chat, leading to a 15% increase in customer satisfaction. Resolved 85% of inquiries on first contact, reducing follow-up volume by 20%. Played a key role in improving CRM data accuracy and reporting efficiency by 30%. Collaborated with remote teams using Slack and other tools to reduce escalated cases by 25%. Delivered proactive solutions to enterprise-level customers, consistently exceeding SLA compliance targets. Notable Achievements • Successfully supported escalations in high-pressure environments, resolving complex customer issues with professionalism and empathy. • Contributed to process optimization by identifying trends and proposing improvements to workflows, enhancing operational efficiency. • Demonstrated exceptional adaptability by thriving in remote work environments, consistently meeting deadlines and exceeding performance targets.