Emmaculate Ochieng

EMMACULATE OCHIENG CUSTOMER SERVICE REPRESENTATIVE | -| PROFESSIONAL SUMMARY I am a customer service representative with 3+ years of experience in sales and customer service. I bring top-notch oral and written communication skills, active listening, and analytical problemsolving skills. A creative, sharp-minded person with leadership and account management skills who enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. I am a team player but can steer the ship alone if need be. STRENGTHS AND EXPERTISE Chat support Communication skills Professional phone handling Phone support Account management Email support Social media support Active Listening Customer Centered Support Email Etiquette Problem-solving Appointment setting PROFESSIONAL EXPERIENCE Simple Life App Inc December 2023- Present Customer support Agent L1 Effectively answer support emails and chat with empathy and professionalism via Intercom. Troubleshooting issues concerning the App and providing product support to clients. Collaborating with the team on Slack and G-meet. Following laid down procedures on confluence on how to handle different client requests. Processing refunds on Paypal, stripe, Chargedesk, and Revenue Cat. Escalating disputed charges to the L2 team and clients who disagree with the refund policy. Focus Mobile LTD January 2019- November 2023 Customer service representative Effectively answered client calls promptly and assisted them with any complaints they had concerning our software via Zendesk. Troubleshooting issues concerning the software to ensure perfect operation conditions and detection of any bugs Oversaw Multi-channel support by responding to live chats, emails, DMs, and comments on all of our social media accounts Spearheaded Sales and marketing including cold calling and cold emailing potential clients to generate leads and increase user uptake. Organizing and planning quarterly check-ins with clients to get feedback on our software Spearheaded training and showcasing of the software to onboarding clients to ensure the client is aware of every feature of the software and how it works Account manager to top-tier clients by guaranteeing personalized service and dedicated support Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor. EDUCATION Tangaza University Diploma in Early Childhood Development and Education.