Dorcas Kaura

Dorcas Kaura-- https://www.linkedin.com/in/dorcaskaura/ Career Summary Dedicated Customer Service Representative with 4 years of experience in resolving customer inquiries and issues. Proven ability to effectively communicate with customers, identify needs, and provide timely solutions. Skilled in utilizing customer relationship management (CRM) systems and other relevant tools to streamline processes and enhance efficiency. Committed to fostering positive customer experiences and building strong relationships. Work Experience Customer service representative, Sendwave -remote (Nov 2023-Sep 2024)        Managed queries on transactions via phone, chat, and digital case. I was the first point of contact for the customers. Screened and verified customer’s identification. Reviewed transactions and identified suspicious activities. Reported and escalated suspicious activities to the relevant department. Researched unusual or questionable transactions with the relevant department. Monitored and released transactions. Advised customers on the products WorldRemit offers. Worked on multiple channels depending on the business need. Customer service representative, GO2 Remote part-time (Nov 2022-March 2024)  Acted as the main point of contact for any customer escalations to drove resolution in a timely, proactive manner  Become the customer advocate to drive cross-functional projects and initiatives across Sales, Product and Support  Worked diligently to unblock and assist users to achieve their desired outcome  Created and built thorough documentation and processes to assist both users and improve internal processes  Contributed towards building a world-class support team Call Centre agent, Conduent remote (May 2024-Oct 2024)      Used a computerized system, to respond to Virginia Medicaid member and provider inquiries in a call center environment using standard scripts and procedures. Gathered information, assessed caller needs, researched and resolved inquiries and documents calls. Provided clear and concise information regarding eligibility, claim status and provider enrollment status. Followed documented policies and procedures including call handling and escalations. Overall acted as an advocate for the both Medicaid recipients and providers to ensure their needs were met. Key Achievements in customer success roles 1. Maintained a CSAT of 95 % overall In my job. 2. Managed to grow my portfolio from just one sector to two, multitasking to ensure optimum support to my clients. 3. Became the employee of the month three times in a row. Account manager collections, Quest Holdings Limited-onsite (Oct 2021-Feb 2024)  Kept track of assigned accounts to identify outstanding debts  Plan course of action to recover outstanding payments  Locate and contact debtors to inquire of their payment status  Negotiate payoff deadlines or payment plans  Handle questions or complaints  Investigate and resolve discrepancies  Create trust relationships with debtors when possible to avoid future issues  Update account status and database regularly  Alert superiors of debtors unwilling or unable to pay when necessary  Comply with requirements when legal action is unavoidable Sales development representative-Guanzhou Textiles limited –onsite (May 2020July 2021)  Identify potential customers and generate new business opportunities for the company  Contact and qualify potential customers  Set appointments and follow up on leads  Track progress towards meeting sales goals  Collaborate with the sales team to develop strategies for reaching sales targets  Use customer relationship management (CRM) software to manage leads and sales activities  Stay up-to-date on market trends, competition, and industry developments  Attend networking events and trade shows to build relationships and generate leads  Provide regular reports on sales activities and results to management. Education Bachelor’s in Business Management (sales and marketing major) 2ND Upper divisionThe East African University The Virtual Assistant Alx program (8-week training) ALX online training program      CRM tool proficiency- Zendesk, Zoho, Salesforce, Shopify, Claimflux Google workspace and Microsoft office and AI tools English native Great communication skills , both written and verbal Negotiation techniques Languages English native bilingual Swahili fluent Chinese ( Mandarlin) beginner