Kezebou Mbogne Lena

Dedicated Customer Support Representative with a proven track record of delivering top-notch customer service across multiple channels, including phone, email, and chat. Committed to ensuring swift and effective resolution of customer inquiries, I excel in maintaining a high level of proficiency in delivering product and service knowledge to prospective and existing customers. Adept at collaborating with cross-functional teams, I actively contribute to the identification and implementation of best practices in customer support. Prioritizes customer acquisition and retention through the maximization of customer satisfaction metrics. Employment History Customer Support Specialist Feb 2019 - December 2023 Placidway . Remote Skills Received callers providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries Excellent Communication Skills in a professional manner. Communicated clear service/product standards and conducted customer needs analysis to ensure customer satisfaction. Ultimately, this led to an increase of 40% in CSAT metrics. Achieved a 95% customer satisfaction rate by resolving an average of 30 complex customer inquiries daily, surpassing the company's 90% target Successfully reduced response times on email inquiries by 40%, enhancing overall customer experience and efficiency. Developed sales techniques to successfully sell and upsell our services to new and existing clients. Maintained a high-quality service level, consistently meeting and exceeding KPIs, including an 85% first-call resolution rate for medical travel inquiries. Answered product and service questions and offered information on related products and services. Boosted new customer NPS scores by 10% Solicited feedback from customers at every step of the process, and used this information to build macros and contribute to workflows in the company's CRM. Commended for the initiative, persuasiveness, intense customer focus, and dependability in performance evaluations. Displayed an unwavering commitment to customer service, resolved complex issues, and won customer loyalty. Organized customer information and account data for business planning and customer service purposes. Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service. Focused on customers' needs and expectations to ensure the best possible information and/or resolution was provided. Monitored the progress of ongoing requests, and escalated concerns or roadblocks to management early in the process. Assisted in developing and implementing a comprehensive medical knowledge base system, reducing redundant inquiries by 20% and empowering patients with valuable self-service resources for their medical tourism journey. Demonstrated strong customer service practices through keen listening and empathy. Answered customer inquiries/requests via phone and live channels(phone and chats) Customer Support Representative Jan 2015 - Jan 2018 MoGi Group . Remote Developed and led improvements and/or solutions to work processes and tools. Drove revenue and customer loyalty by researching discounts and specials available to long-term customers. Worked closely with the product development team on troubleshooting any issues, and providing detailed input to diagnose and resolve client issues. Processed questions and problems from users through a well-coordinated ticketing system on Zendesk. IT Developed in-depth knowledge of change management processes and tools. Thoroughly conducted customer needs analysis by administering Typeform surveys, and questionnaires and soliciting feedback. Organized customer information and account data for business planning and customer service purposes using software like Notion. Maintained quality control/satisfaction records, and constantly sort new ways to improve customer service. Attracted potential customers by answering product and service questions; suggesting information about other products and services. Worked with coworkers and end-users to determine the best course of action to resolve support tickets in a timely and satisfactory manner. Quickly and effectively solved customer challenges and followed up to ensure remediation. Answered queries on blogs and forums as well as social media channels. Used workflows and analyzed CSV files of gamers to identify system errors, troubleshoot and escalate to tier 2 customer support for expedient resolutions. Participated in and contributed to the knowledge base to improve the company's customer support strategy. Screened and handled email and live chat communications, escalating issues per guideline criteria.