Fiona Atieno

Fiona Atieno - |-|Nairobi, 00200 A self-starter with passion for customer service which stems from a genuine desire to make a positive difference in people's lives. My unique approach revolves around fostering genuine connections with customers, actively listening to their needs, and proactively addressing their concerns to exceed their expectations. Ultimately, my goal is to deliver exceptional service that not only resolves issues but also leaves a lasting impression of trust, satisfaction, and loyalty. I aspire to contribute to the success of the company by upholding its values and reputation as a dedicated brand ambassador committed to enhancing the overall customer experience.s. EXPERIENCE Customer Support Agent(Aug 2021– December 2023) TipTop Decorators ● ● ● ● ● ● ● ● ● ● ● Reduced average handling time by 15%. by introducing streamlined procedures and training on efficient problem-solving techniques resulting in quicker resolution of inquiries. Boosted customer satisfaction ratings by 20% by implementing a personalized follow-up system to address unresolved issues promptly which improved overall satisfaction levels. Increased customer retention rate by 25% by Implementing proactive outreach initiatives to address potential issues before they escalated fostering stronger relationships and loyalty among the customer base. Created solution-based emails, and live chat messages in response to customer tickets/inquiries, and answer phone calls Communicate regularly with clients, teams, and management using Slack and Email Optimized customer relationship management by meticulously documenting detailed notes within the CRM system, ensuring comprehensive tracking of customer interactions and facilitating efficient follow-up. Answered inbound calls to greet and assist customers with various needs and questions through emails and social media platforms.. Improved customer support effectiveness by mastering product knowledge to aid customers in making informed purchasing decisions. Provided solutions, recommendations and replacements with empathy and positive feedback. Communicated with clients over phone, email and chat platforms. Managed and maintained an intercom system, ensuring seamless communication across departments and enhancing operational efficiency. SKILLS ● ● ● ● Data Entry English language MS PowerPoint Business communication ● ● ● ● Working with large amounts of information Organizational skills Telephone conversations Customer Service ● ● ● ● ● ● ● ● ● Time management G-Suite Business ethics Interpersonal Skills Preparing presentations Customer Relationship Management Dealing with customer complaints Internal communications Analytical thinking EDUCATION Bachelor of Commerce (May 2015 - Jul 2019) Strathmore University ● Majored in Human Resource ● Minor in Marketing. ● Member, Strathmore Community Outreach Programme. Computer studies (Mar 2015 - Jun 2015) Zetech College, Nairobi ● Completed Computer Packages and Applications with a distinction ● Graduated in top of class. VOLUNTEER Strathmore Community Outreach Programme. (May 2015 - Jul 2023) ● Visiting orphanages, prisons and teenage mothers. ● Community cleanups. ● Tutoring in Kibera slum