Nyaketcho Sylivia Shilla

Customer satisfaction is at the heart of everything I do. With extensive experience in customer service across retail, e-commerce, and insurance, I specialize in delivering top-tier support that enhances customer experiences and fosters brand loyalty. I have successfully handled live chat, email, and phone support, resolving inquiries efficiently and ensuring a seamless customer journey.

I am highly skilled in CRM systems such as Zendesk, Freshdesk, and Helpdesk, thereby allowing me to streamline workflows, track customer interactions, and optimize support processes. My ability to manage ticketing systems, escalations, and customer complaints ensures that issues are resolved promptly while maintaining a positive customer experience.

My core strengths include:

 Excellent communication skills – clear, professional, and empathetic interactions with customers.

 Problem-solving – quickly identifying issues and providing effective solutions.

 Multitasking – managing multiple chats, emails, and tickets while maintaining high accuracy.

 Empathy and active listening – understanding customer concerns and providing personalized assistance.

 Upselling & cross-selling – identifying opportunities to enhance customer value.

 Conflict resolution – de-escalating tense situations and turning dissatisfied customers into loyal ones.

 Technical proficiency – navigating various CRMs, knowledge bases, and e-commerce platforms efficiently.

Beyond customer service, I also have experience in administrative support tasks such as email management, scheduling, data entry, and calendar organization. My ability to handle multiple responsibilities efficiently makes me a valuable asset to any business looking for a well-rounded customer support and administrative professional.

If you need a proactive, detail-oriented, and results-driven customer service specialist, let’s connect! I'm ready to help you enhance customer satisfaction and streamline your support operations.