Susan Akech Onyango

I am a dedicated and results-driven Customer Service Professional with over three years of experience in customer support, team management, and technical troubleshooting. My expertise lies in delivering exceptional customer experiences, handling escalations, training teams, and utilizing customer support tools such as Zendesk and Talkdesk.

I have worked in both corporate and startup environments, where I developed strong problem-solving abilities, communication skills, and a passion for optimizing customer service processes. As a Customer Service Lead Trainer at Jagedo, I led teams, developed training materials, and ensured agents were equipped with the skills to provide top-tier support. My role as a Team Manager at Majorel Kenya further strengthened my leadership skills, as I managed and coached a team of agents to meet performance targets while ensuring customer satisfaction.

Additionally, I have hands-on experience in handling technical customer support, resolving inquiries efficiently, and assisting with operational tasks such as refunds and scheduling. I take pride in my ability to adapt to fast-paced environments and proactively identify areas for improvement.

I am excited about opportunities that allow me to apply my customer service expertise while continuing to grow in a dynamic and innovative setting.