Marlyn Ataka

MARLYN MWAI ATAKA Customer Service Executive -| -| P. O. Box- CAREER PROFILE SUMMARY Customer Service Executive with proven experience supporting international clients in remote call center environments across phone, email, and live chat channels. Demonstrated ability to manage high-volume interactions, resolve complex inquiries, and deliver excellent customer experiences while consistently meeting quality and performance targets. I am skilled in CRM systems, ticketing platforms, and digital communication tools to ensure accurate case documentation and timely resolution. Recognized for strong problem-solving skills, professional communication, and effective complaint handling that improves customer satisfaction and retention. Reliable team player committed to operational efficiency, continuous improvement, and delivering service aligned with global customer experience standards. PROFESSIONAL EXPERIENCE Customer Service Executive (Remote) Calltronix Kenya – Account: Victoria Medical Group, Toronto, Canada | Jun 2024 – Present • Provide remote patient support for a Toronto-based multi-disciplinary healthcare provider offering • • • • • • • family medicine, cardiology, paediatrics, internal medicine, and diagnostic imaging services Schedule and coordinate 30–50 daily patient appointments, optimizing physician calendars and reducing rescheduling conflicts by over 20% Improved patient satisfaction scores by 15% through timely responses, proactive follow-ups, and appointment reminders Resolve patient inquiries with 90%+ first-contact resolution rate, strengthening service delivery and patient trust Maintain accurate patient records and onboard 50+ new patient profiles weekly, ensuring compliance with healthcare confidentiality and data privacy standards Assist patients with booking diagnostic procedures including X-ray, ultrasound, and cardiac tests, ensuring smooth care coordination Liaise between patients, physicians, and clinical teams to support timely treatment and follow-up care Deliver customer experience aligned with North American service standards in a fully remote call centre environment Customer Care Representative CCI Kenya – Account: Shutterfly (US E-commerce Platform) | Feb 2023 – May 2024 • • • • • • • • • Provided customer support for a leading US-based e-commerce company specializing in personalized photo products, prints, gifts, and custom home décor Assisted customers with order tracking, product customization, payment issues, account access, and delivery inquiries Increased customer satisfaction ratings by 25% through timely and accurate resolution of inquiries via phone, email, and chat channels Achieved 90%+ customer retention by delivering personalized support and resolving complaints efficiently Managed complex cases including order modifications, refunds, replacements, and technical upload issues Maintained accurate case records in CRM and ticketing systems, ensuring compliance with quality assurance standards Analysed customer feedback trends and shared insights that improved service delivery by 15% Trained and mentored 10+ new team members, contributing to a 20% improvement in team performance and service quality Handled high-volume interaction queues while consistently meeting productivity and quality KPIs. Receptionist / Customer Support Assistant Global Accelerex Kenya (Fintech – Digital Payment Solutions) | Feb 2022 – Feb 2023 • • • • • • • • Delivered professional front-desk and customer support for a leading financial technology company providing electronic payment and POS solutions Assisted 100+ weekly clients and partners, ensuring positive customer experience and professional brand representation Managed inbound calls, emails, and walk-in inquiries with high accuracy and responsiveness, supporting smooth daily operations Maintained organized digital and physical records, improving document retrieval efficiency by 30% Coordinated office communications and administrative workflows, ensuring timely handling of requests and internal updates Monitored office supply inventory and supported procurement planning, preventing operational disruptions Provided administrative support to internal teams, contributing to efficient service delivery in a fastpaced fintech environment Supported office coordination and maintained a professional environment aligned with corporate service standards Nutrition Officer Intern (Clinical Nutrition Support) Naivasha County Referral Hospital | Jan 2020 – Dec 2020 • • • • • • • • Conducted nutritional assessments for 60+ patients, supporting improved treatment outcomes and dietary adherence Provided individualized nutrition counselling for patients managing conditions such as diabetes, hypertension, and malnutrition Developed tailored meal plans and dietary guidelines aligned with clinical treatment goals and patient health needs Supported implementation of maternal and child nutrition programs, contributing to improved early childhood development outcomes Delivered weekly nutrition education sessions to groups of 10–30 participants, increasing awareness of healthy eating practices and lifestyle management Collaborated with doctors, nurses, and healthcare teams to integrate nutrition care plans into overall patient treatment strategies Monitored patient progress and documented nutrition interventions, supporting data-driven healthcare decisions Promoted preventive healthcare through nutrition awareness initiatives aimed at improving longterm community health outcomes EDUCATION Bachelor’s degree in human nutrition and Dietetics Technical University of Kenya | 2015 – 2019 KEY SKILLS Customer Support & Client Experience • Customer Service & Relationship Management • Inbound & Outbound Call Handling • Email, Chat, and Multichannel Support • Complaint Handling & Conflict Resolution • Customer Retention & Satisfaction Improvement • Professional Communication & Active Listening Administrative & Technical Competencies • CRM & Ticketing Systems (case tracking, documentation, follow-ups) • Appointment Scheduling & Calendar Coordination • Data Entry, Records Management & Accuracy • Microsoft Office (Word, Excel, Outlook) • Google Workspace (Docs, Sheets, Gmail, Calendar) • Documentation & Workflow Coordination Professional Strengths • Strong Attention to Detail • Multitasking in High-Volume Environments • Problem-Solving & Critical Thinking • Team Collaboration & Knowledge Sharing • Time Management & Meeting KPIs • Adaptability in Remote Work Environments • Reliability & Accountability INTERESTS • • • Wellness & Fitness Cooking & Nutrition Personal Development Referees Available on request