Racheal Akinyi Oluoch

CURRICULUM VITAE OLUOCH RACHEAL AKINYI TEL: - EXPERIENCE: 5 Years EMAIL:- PERSONAL PROFILE PROFFESSIONAL SKILLS With 5 years of experience in customer service and administration, I possess excellent written and oral communication skills. My proficiency in using various CRM software and MS Office applications has enabled me to handle customer enquiries and complaints efficiently. I also have strong organizational, communication and time-management skills therefore I am able to provide outstanding service while always maintaining guidelines, processes and policies provided. SKILLS • Zendesk. • Excel. • Sales Force Live Chat. MS Office Suite Google Workspace Talk Desk. Google Sheets Slack. Calendly AdministratIve Assistant at Medi-surg Limited (August 2021- Current Position).. • Attend tender briefing meetings to define deadlines and specific requirements of the tender. • Coordinate acquiring the required approvals and compilation of tender documents to ensure that all mandatory documents are updated. • Perform the final checks to ensure the 100% quality of the documentations submitted to the customer. • Update all spreadsheets, databases and records • Organize and schedule meetings • Develop/maintain a filing system. • Responding to emails Senior Customer Support Agent at Sendwave International (October 2021- June 2023) This was a remote position where some of my duties included; • Handling inbound and outbound calls to identify problems experienced by users; • Reviewing user documents to ensure they are in line with company regulations. • Screen and verify customer’s identification, BANK/BIN information, Billing address; • First line of communication with users managing queries and complaints. • Engage with users via our help desk (Zendesk) and Talk Desk to help them troubleshoot technical issues, resolve account problems, and report bugs to the Engineering team. • Monitor and release transactions; • Critically analyzing user transactions through holistic review to ensure all transactions pass the verification process and user has no chargebacks or fraud pattern; • Detecting Fraudsters and Scam victim users and deactivating and blocking the accounts. Remote Call center Agent at Give Directly Kenya (August 2020- March 2021) Providing help and advice to customers using organization’s products or services via Inbound and outbound calls. • • • • • Handling recipient inquiries and complaints as well as escalating feedback regarding major issues affecting recipients to management; Reporting for Fundraising and External Relations through conducting outbound call surveys with direct project beneficiaries for stories that meet donor requirement as well as uploading these stories on the Give Directly Live website. Explaining Give Directly program including safety and preparedness information to eligible households. Enrollment of recipients through complete routine data collection to identify project beneficiaries while achieving daily targets. Data entry of the questionnaires into the study data base while observing data quality. Conducting audit to identify and eliminate ineligible households. Intern at Tala Limited (October2018-November2018) • Receiving incoming calls and providing solutions and responses to both enquiries and complaints from clients, • Carrying out telephone surveys to ensure recipients have received their transfers with no issues. • Receive customer feedback and raise any issues with the supervisor. • Provided technical support to the IT manager by creating and maintaining an inventory database of capital assets and IT equipment that ensured all assets were signed off against each employee, identifiable and appropriately tagged. • Issuing equipment to employees as requested through the ticket system. • Data Entry of inventory on the online database. Support Staff at International Organization for Migration (IOM) (June-July 2018) Temporarily worked as a support staff to the International Organization for Migration (IOM)where my duties included; • Logistic planning the Symposium on Fostering Labour Mobility within and from Africa workshop which saw participation from 250 Ministers of Labour from Africa, Europe and Gulf Countries. • Making outbound and inbound calls as well as email correspondence to confirm which of the dignitaries would be attending the event. • Scheduling calls, flights, airport pick up and accommodation arrangements for the delegates. • Data entry of all the necessary information in the organization database Team Lead at Volunteer Service Oversees (VSO) (Jan 2018-May 2018) • Working with Persons with Disability, women and youths to help them initiate income generating activities to create sustainable livelihoods through SMEs. • Project coordinator and acted as the lead focal point guiding team members towards achieving project goals. • Organized public sensitization through organizing awareness events in coordination with the Ministry of Health for education of persons with disabilities on the rights and services they are entitled to. • Provided logistic support in organizing training workshops on Agri business. • Engaging and adopting training materials, manuals and reference guides; • Participated in training sessions, providing and tracking tools. • Data collection which formed part of my Monitoring and Evaluation reports. Customer care Agent at Hallmark Advertising Agency (Jan-Nov 2016) • Developing and maintaining relations with new and existing customers. • Generating new clientele as well as addressing issues raised by customers, • Meeting sales quotas and targets. • Conducting promotions for various brands to potential customers. ACADEMIC BACKGROUND University of Nairobi: Degree in Bachelor of Science Microbiology and Biotechnology. St. George’s girls' Secondary School: Kenya Certificate of Secondary Education. TRAININGS • YALI Regional Leadership Center East Africa (YALI RLC EA)-Participant at the Young African Leadership Initiative (YALI) Sustainability and the Circular Economy Cohort 1. March-April 2020 • The Fundamentals of Digital Marketing by Google Digital Skills for Africa. April 2021 • Digital Marketing and E-commerce by Ajira Digital. April 2021 • Data Entry and Management by Ajira Digital. Currently ongoing 5-week training and mentorship. April -May2021 REFERENCE Evelyn Otieno Support Manager Tel --Rahab Wangare, Tala Limited IT Manager Tel: - Email:-Ms. Sheila Otieno, International Organization of Migration Procurement Assistant Tel: - Email:-