Lorna Nyakoker
customer Support Representative--
Po Box 1063
Profile
Friendly and efficient customer service team member with over 2 years of experience devoted to maximizing
customer satisfaction with exceptional service and support. Knowledgeable about industry standards with
strong skills in retaining product and service information to provide effective issue resolution. Skilled in
promoting sales to increase revenue while addressing diverse issues.
Education
Bachelors degree in Commerce, Makerere University
08/2016 – 01/2020
kampala, Uganda
Professional Experience
Customer Support Representative, MTN Uganda
Resolved customer queries over the phone and by email.
Handled complaints calmly and professionally, providing appropriate solutions to
promote continued customer satisfaction.
Upheld privacy and security requirements established by national legislation.
Established warm and friendly rapport whilst interacting with customers by phone,
email, and on live chat.
Handled confidential and sensitive data with discretion, reducing the risk of fraud
and theft.
Kept detailed records of customer interactions for future reference.
Supported customer satisfaction, addressing escalated complaints with diplomacy
and acknowledgment.
08/2018 – 12/2019
kampala, Uganda
Customer Support Representative, casely.com
Responded to almost 50 emails in a shift daily regarding all customer problems
using Gorgias email helpdesk
Responded to live chat requests by customers in very little time to solve issues
regarding shipping times, returns, wrongful shipping of products made, and so on.
Assisted in fulfillment of customer orders placed in person, via email, online, and by
telephone.
Maximized customer satisfaction by resolving service issues promptly.
Addressed customer service enquires quickly and accurately.
Processed and issued product orders and service upgrades for customers.
Our team was awarded a 75% customer satisfaction on
Developed empathetic client relationships and earned reputation for consistently
exceeding sales goals.
Maximised customer satisfaction by resolving service issues promptly.
Assisted in fulfilment of customer orders placed in person, via email, online and by
telephone.
Oversaw customer account inquiries, accurately providing information to resolve
service complaints and guarantee customer satisfaction.
05/2020 – 11/2022
remote, remote
Skills
Ms Office
Customer support
Empathy
Multitasking
Verbal and Written communications
CRMs like Zendesk and Gorgias
Languages
English
