Joan Achieng Abok

Joan Abok Customer Experience Specialist --|https:// www.com/ linkedin in/joan-abok Professional Summary Customer-focused professional with a proven track record in delivering exceptional service, enhancing customer retention, and optimizing engagement strategies. Adept at managing customer inquiries, streamlining service processes, and leveraging data insights to drive satisfaction and loyalty. Skilled in CRM tools, customer feedback analysis, and cross-functional collaboration, leading to measurable improvements in customer experience. Passionate about creating seamless, personalized interactions that align with business goals while fostering long-term relationships. Known for proactive problem-solving, strategic communication, and a results-driven approach, ensuring efficiency, customer success, and business growth in dynamic environments. Top of Form Top of Form Top of Form Technical Skills: Customer Renewal & Retention Strategies, CRM Service Delivery, Inbound & Outbound Sales, NPS Stakeholder, Contract, Account Management, SEM Logistics, Prospecting & Negotiation & Budgeting Market Research & Business Development, Zoho Lead Generation, Portfolio, Database Management Sales Tracking, Reporting, Promotional Execution Account Expansion, Cross-selling & Upselling Customer Feedback Analysis & Data Analysis Customer Training and Onboarding, Salesforce Trade Marketing, Sales Planning & Growth, RTM Customer Satisfaction Score & Insights Generation Cultural Sensitivity, Asynchronous Working, SEO G-Suite, Slack, Asana, Hootsuite, Zendesk, Power BI Professional Experience: Customer Service Specialist |Eye Rafiki Limited (January 2024 to date) Delivered personalized customer support and consultation, improving customer satisfaction rates by 30% through tailored eyewear recommendations and proactive service follow-ups. Streamlined appointment scheduling and patient flow, reducing wait times by 25% and enhancing the overall customer experience. Implemented a structured feedback system to analyze customer preferences, leading to a 20% improvement in product offerings and service delivery. Spearheaded a customer education initiative on eye care and lens options, increasing product knowledge and boosting sales by 15%. Resolved customer inquiries and complaints efficiently, reducing escalations by 40% through proactive engagement and issue resolution strategies. Customer Service Executive |Virtual Earners Innovative Ltd (December 2022 – November 2023) Provided seamless executive support by managing calendars, scheduling meetings, and ensuring timely reminders, leading to a 30% improvement in workflow efficiency. Optimized customer interactions by streamlining email communication, reducing response times by 40% and enhancing client satisfaction. Leveraged Google Workspace tools to organize documents and collaborate with teams, improving operational efficiency by 25%. Delivered exceptional customer service by handling inquiries, resolving concerns, and enhancing the client experience, leading to a 20% increase in customer retention. Coordinated team projects on Trello and facilitated effective communication via Slack, ensuring smooth collaboration and improving project completion rates by 35%. Visa Consultant |Online Writing Hub (March 2021 – December 2022) Created engaging and reader-centric content, aligning with audience preferences and increasing engagement rates by 30% across digital and print platforms. Conducted in-depth research to ensure accuracy and authenticity, enhancing credibility and driving a 25% improvement in content trustworthiness. Developed compelling advertising copy for magazines and online broadcasts, contributing to a 20% boost in customer interactions and lead conversions. Collaborated with cross-functional teams to tailor content to customer needs, improving brand perception and customer loyalty by 15%. Leveraged audience insights and feedback to refine messaging, increasing customer satisfaction scores by 35% through clear, relevant, and engaging communication. Education: Bachelor of Science |Environmental Conservation Management |University of Nairobi Certifications: Data Analytics |Coursera Negotiation Mastery |Alison AI Essentials |LinkedIn Learning Stakeholder Management |Alison Google Project Management |Alison Virtual Assistant Course |ALX Africa Customer Experience Specialist |Udemy Customer Journey Mapping |LinkedIn Learning Certificate in Business plus ICT |Digital Trust Opportunity Project Management Professional |Project Management Institute