NYAKETCHO SYLIVIA
Customer Support Specialist
Phone:- | Email:-
Professional Summary
Results-driven customer success professional with over four years of experience in call center operations, general customer service and e-commerce support. Skilled in handling inbound and outbound calls, email, and live chat to resolve customer inquiries, troubleshoot issues, and enhance satisfaction.
PROFESSIONAL Experience
Customer support specialist | kweli.shop |jan 2024 – jan 2025
Built and maintained strong customer relationships by ensuring expectations were met and exceeded.
Managed incoming calls, emails, and chat inquiries from customers, service providers, and partners, providing timely and effective support.
Delivered exceptional customer service, resolving issues efficiently while maintaining high customer satisfaction.
Assisted customers with order processing, account management, and troubleshooting service-related concerns.
Coordinated with internal teams and external partners to ensure smooth service delivery and operational efficiency.
Maintained detailed and accurate records of customer interactions to improve service quality and customer retention.
Identified opportunities for upselling and cross-selling, enhancing customer experience and driving revenue.
Handled order processing, and coordinated fulfillment processes.
CALL CENTER EXECUTIVE |SANLA LIFE INSURANCE | MAY 2021 – MAY 2022
Managed inbound and outbound calls, assisted customers with policy inquiries, billing and account updates.
Resolved delinquent policy issues by guiding customers through payment arrangements and resolution options.
Maintained compliance with company policies in all customer interactions and maintained a high level of confidentiality.
Provided detailed explanations of insurance policies thereby ensuring customer understanding and satisfaction.
Upsold and cross-sold insurance policies thereby increasing revenue and retention.
Achieved performance benchmarks including call handle time, schedule adherence and quality assurance standards.
LILIAN ENTERPRISES| JAN 2019-DEC 2020
Provided exceptional customer service by assisting shoppers with product inquiries, purchases, and returns, ensuring a seamless shopping experience.
Managed POS transactions, including processing payments, refunds, and discounts, while maintaining accuracy and efficiency.
Resolved customer complaints and escalations professionally, applying strong problem-solving and conflict resolution skills to enhance customer satisfaction.
Maintained up-to-date knowledge of products, promotions, and store policies, ensuring customers received accurate information and a personalized shopping experience.
Assisted in inventory management, restocking, and organizing merchandise to improve store presentation and enhance the customer experience.
Core Skills
Customer support and Issue resolution
Multi-channel communication(phone, Email, chat)
CRM Systems and data accuracy
Problem-solving
Excellent communication
Customer centric approach.
Critical thinking
Upselling and cross selling
Quality assurance and productivity metrics.
Account management and documentation.
Time management and productivity
B.A Social Sciences | 2021 may | Makerere University
Major: Public Administration.
CERTIFICATIONS
HubSpot Academy | Inbound Sales and Marketing
ALX Africa | AI Essentials.
LANGUAGES
English
PROFILES
LinkedIn profile Link.
