Samantha Ogot

Born 8th of May 1994 Samantha Ogot -- I NTR O A focused professional with strong experience in customer service and the proven ability to assist customers with a wellinformed selection of suitable products and services. Demonstrate exceptional communication and relationship building skills and encourage team collaboration in order to achieve excellent customer satisfaction. Customer focused and experienced in call center and retail operations with proven ability to work towards and consistently exceed targets. Committed to the delivery of high service standards with dedication to delivering solutions, handling complaints, and solving problems. SKILLS ➢ ➢ ➢ ➢ ➢ ➢ Zendesk and Salesforce Conflict resolution Multitasking and Time management Active listening and Empathy Customer relationship management Data entry and reporting Problem Solving W O R K E X P ER I E N C E Customer Service representative Majorel Kenya Ltd • Jul 2021 – July 2024 • -Responding to customer's emails • -Management and resolving customer complaints • -Identify and escalate issues to the required queue • -Provide product and service information to customers • -Recognition by my supervisors as the best agent in roles currently holding • Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times. • Responding promptly to customer inquiries via phone and through emails and chats. • Communicating with customers through various channels. • Acknowledging and resolving customer complaints. • Knowing our products inside and out to enable you respond to customer inquiries efficiently. • Keeping records of customer interactions, transactions, comments, and complaints. • Communicating and coordinating with colleagues as necessary. • Providing feedback on the efficiency of the customer service process. • Ensuring customer satisfaction and providing professional customer support. • Maintaining solid customer relationships by handling questions and concerns with speed and professionalism. • Managing database records, drafting status reports on customer service issues. • Data entry and research as required to troubleshoot customer problems. CATI Interviewer Ipsos Ltd • Jun 2015 – Jun 2021 ● Ask questions in accordance with instructions to obtain various specified information. ● Compile, record and code result and data from interview or survey. ● Gathering and verifying information. ● Exercise courtesy and professionalism to all respondents. ● Perform other duties as assigned by management. ● Conducting customer satisfaction survey and their experiences. Field Interviewer Ipsos Ltd • Jan 2015 – Jun 2015 ● Collect and record data from the respondents. ● Answer questions from respondents and the public about products and services. Merchandiser Kings Commodities • Oct 2013 – Jan 2014 Making sure products are sufficient and marketable E D U C AT I O N Diploma in Public Relations St. Paul's University • Jan 2014 – Jan 2017 Certificate of Secondary Education Mwaghogho High School • Jan 2009 – Jan 2012 Certificate of Primary Education Gatina Primary School • Jan 2001 – Jan 2008 S KILL S Conflict and complaint resolution Customer support, CRM systems Call center operation (customer support) Call center management Planning and scheduling Teamwork Spreadsheet preparation and editing (Microsoft Excel) Quantitative methods Office administration, management Execution and delivery Customer relations Data collection Quantitative methods Data collection Office administration, management Business management Customer service Answering telephones and call management Planning and scheduling Punctuality Efficiency High work ethic Execution and delivery E-mail and internet Office tools: Word, Excel, Outlook Market research, intelligence Consumer sales (B2C) Customer relations Customer service Call center operation (customer support) Teamwork Team leadership External communication Documentation and record keeping Record keeping Answering telephones and call management Office administration, management Spreadsheet preparation and editing (Microsoft Excel) Business management L AN GU AGES English Spoken: Fluent • Written: Fluent Swahili Spoken: Fluent • Written: Fluent REFEREES Jackline Isalano- Judy Ngaruiya-