Susan Akech Onyango

SUSAN AKECH ONYANGO 📞 - | 📧-Professional Summary Dedicated and results-driven Customer Service Specialist with over three years of experience, including leadership and training roles. Skilled in managing customer inquiries, resolving complaints, and training teams to enhance service quality. Adept at utilizing customer support tools like Zendesk, Talkdesk, and Shopify to ensure seamless operations. Passionate about delivering outstanding customer experiences and driving team performance in fast-paced environments. Education Bachelor of Arts in Anthropology University of Nairobi | 2015 – 2020 Guidance and Counseling Certification University of Nairobi | 2019 – 2021 Professional Experience Customer Service Representative TalentPop | February 2024 – Present Respond to customer inquiries via email with professionalism and efficiency. Maintain in-depth product knowledge to assist customers with product-related queries. Process refunds, order modifications, and replacements using Shopify. Manually generate and download return labels through ShipStation. Handle escalations and ensure a seamless resolution process to improve customer satisfaction. Multitask and adhere to performance KPIs to meet service expectations. Customer Service Lead Trainer (Startup Role) Jagedo | November 2023 – November 2024 Led and trained a customer service team, ensuring all agents met performance benchmarks. Developed training materials and conducted workshops for new hires. Oversaw agent performance reviews and provided one-on-one coaching to enhance customer interactions. Acted as the escalation point for complex customer issues, ensuring efficient resolution. Monitored and improved customer service workflows to optimize efficiency and customer satisfaction. Team Manager Majorel Kenya | March 2023 – November 2023 Managed a team of customer service agents, overseeing their performance and development. Conducted regular team meetings and performance assessments to align with company goals. Led side-by-side coaching sessions to improve agent efficiency and customer interaction quality. Ensured team compliance with service level agreements (SLAs) and contact center targets. Provided escalation support for difficult customer situations and ensured resolution within company policies. Customer Service Agent Majorel Kenya | July 2021 – February 2023 Delivered multichannel customer support (email, phone, chat) while ensuring a high satisfaction rate. Assisted customers with product inquiries, returns, and refunds, maintaining accurate records using Zendesk and Talkdesk. Managed order tracking and issue resolution, ensuring prompt customer communication. Strengthened customer retention through relationship-building techniques. Documented customer interactions and identified trends to improve service processes. Skills & Competencies ✅ Customer Service & Support: Handling inquiries, complaints, and escalations professionally. ✅ Training & Team Development: Coaching and mentoring agents for improved performance. ✅ CRM & Customer Support Tools: Proficient in Zendesk, Salesforce, Gorgias, Talkdesk, Shopify, ShipStation, MS Office. ✅ Problem-Solving & Conflict Resolution: Resolving customer concerns while maintaining company policies. ✅ Communication & Interpersonal Skills: Strong written and verbal skills for handling customer interactions. ✅ Process Improvement: Identifying and implementing strategies to enhance service efficiency. Interests & Activities 📚 Reading motivational books 🤝 Volunteering in community projects ✈️ Traveling & networking 💻 Learning new technologies References 📌 Dr. Ochieng Omia – Institute of Anthropology, Gender, and African Studies 📧-| 📞 - 📌 Salome Ngage – Team Manager, Majorel Kenya 📧-| 📞 - 📌 Stella Muthinji – Operations Manager, Majorel Kenya 📧-| 📞 -