SUZANNE A.OOKO
CUSTOMER EXPERIENCE
EXECUTIVE
CONTACT-
-www.linkedin.com/in/suzanne-ookob-b
SKILLS
Active Listening
Business Awareness
CAREER OBJECTIVE
Skilled customer service professional with 6 years of successful management and
leadership experience. Dedicated to bettering the customer experience with reliable
product education, timely assistance, helpful feedback, and respectful conflict
management response. Confident communicator with the ability to lead colleagues,
respond to customer inquiries, and mediate conflict. Enthusiastic and personable
individual who enjoys working with people and building long-lasting relationships
and product loyalty. Passionate about creating organizational success and bettering
brand reputation through serving customers in a truly memorable way.
WORK EXPERIENCE
Case Manager
Miod & Company LLC, California
May 2022–Jan 2023
Communication skills
Copywriting
Customer support
Digital Marketing
Problem-Solving
Sales
Utilized strong phone communication skills to speak with claimants and provide
customer service
Cold-called eligible businesses for the Employee Retention Credit (ERC) program
Ensured accurate conveyance of information and prompt resolution of any
questions or concerns
Assessed clients through consultations and monitoring to determine service
needs and benefits required
Telemarketing
Customer Experience Executive
Copywriting Course
Udemy
November 2022
Gained insights into the key elements of
successful copy
Learned how to write compelling headlines
and taglines
Developed the ability to write persuasive
product descriptions
Learned how to use language to create an
emotional connection with readers
Safaricom PLC, Nairobi
June 2016–May 2022
Managed all client inquiries through a first-call resolution to enhance customer
satisfaction ratings
Delivered exceptional customer service to grow business, resolve issues and
maximize customer experience
Captured customer feedback to aid in improvement areas and to manage and
resolve customer complaints
Resolved customer questions, issues, and complaints efficiently to reach
mutually beneficial solutions
Complete Digital Marketing Course
Project Manager
Udemy
Access Business Management Conferencing, Nairobi,
June 2015 - June 2016
January 2023
Proficient in the latest digital marketing
concepts and strategies
Capable of planning and evaluating digital
marketing strategies
A combination of certification and
customer service experience is an asset
A valuable addition to marketing and
customer service teams
Delivered presentations and briefings to senior teams and incorporated changes
into project workflows
Promoted and sold business conferences, summits, and certified courses
Managed the customer database, ensuring accurate and up-to-date information
was maintained
Provided prompt and efficient customer service, responding to client
Certificate of Proficiency in Insurance
Brand Ambassador
College of Insurance, Kenya
Soul Sound Entertainment, Nairobi,
September 2013
Comprehensive understanding of legal
frameworks, insurance regulations, and
financial planning.
Strong analytical skills and critical thinking
abilities developed.
Ability to make informed decisions and
assess risks effectively.
Able to provide sound advice to clients and
colleagues.
Oct 2014 - May 2015
Generated brand awareness through word-of-mouth marketing while providing
feedback and insight on new products and services
Represented the brand positively in a multitude of settings and was an opinion
leader and expert on products
Communicated with consumers on product feedback and listened for
recommendations
Attended public events with communities, businesses, and media to promote
brand updates and increase awareness
Life Sales Agent
Computer Packages
Chester Computer College,
Kenya
June 2011
Proficiency in utilizing various computer
packages such as Microsoft Office Suite
and Google Suite
Ability to create, edit and format
documents, presentations, and
spreadsheets effectively
Knowledge of software features such as
mail merge, formulas, charts and graphs,
and automation of tasks
Familiarity with cloud-based file storage
and sharing services such as Dropbox,
OneDrive, and Google Drive
Diploma in Business Management
Kenya Institute of
Management
June 2011
Practice of Management
Financial and Cost Accounting
Marketing Management
Computer Applications in Management
TOOLS
Monday.com
Oracle Siebel
Gorgias
Shopify
Microsoft 365
Google Docs
ICEA Lion Group of Kenya, Nairobi,
Jan 2013 - Sept 2014
Prospecting for clients for the provision of insurance products specifically life
insurance and education plans
Delivered accurate presentation of products and services to individual clients
and maintain regular contact with customers
Built and nurtured positive client and customer relationships through ongoing
positive, professional communication
Developed sales lead into new business opportunities, expanding client base
and growing sales territories
Sales Representative
Capital Software, Nairobi,
May 2011 - Dec 2012,
Addressed customer questions, problems, and complaints in person and via
phone to maintain positive relationships and support smooth communications
Negotiated and closed deals with minimal required support from sales and
finance managers
Provided customer service and troubleshooting of computer issues
Monitored sales performance to meet or exceed targets
Sales Representative
Aston Computers, Eldoret,
Oct 2009 - Oct 2010
Addressed customer questions, problems, and complaints in person and via
phone to maintain positive relationships and support smooth communications
Assisted in the development of sales plans and strategies
Provided customer service and troubleshooting of computer issues
Maintained records of customer inquiries and requests
Operations Manager
Airtel Kenya, Eldoret
Dec 2007 – Dec 2008
Managed and directed the operations team to achieve business targets
Worked in compliance with company policies and procedures
Built strong relationships by addressing customer issues and complaints on
time
Directed day-to-day operations by spearheading the implementation of shortterm and long-term strategies to achieve business plan and profitability goals
REFERENCES
Market Intelligence Agent
Mercy King’ori
Safaricom Kenya, Eldoret
--
Moat Kinyua--
Aug 2007 - Nov 2008
Conducted market research for buyer behavior insights and market dynamics
Built strong relationships updating employees on competitive offerings,
financials, pricing, and marketing positioning
Develop a unified market understanding of each client's products
Researched and sourced new opportunities for clients, advising and guiding
professional decisions to boost client careers
Merchandiser
Aug 2006 - Oct 2006
CGB Foods Ltd, Eldoret
Worked closely with display staff and managers to determine the best way to
display products
Controlled stock levels based on forecasts, orders, and sales performance of
different ranges
Regularly ordered stock to keep shelves full
Improved performance of in-store team, consistently reviewing and updating
best practices.
