SUZETTE ADRIANA KHEMBO
Customer Support Specialist | Communication Coordinator
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https://www.linkedin.com/in/suzette-adriana-khembo-2437a31a9/
PROFESSIONAL S U M M A R Y
A Customer Support Specialist with over 5 years of hands-on experience
driving exceptional customer service outcomes in dynamic and fastpaced environments. Known for my ability to resolve complex issues
with precision and efficiency. I bring a deep understanding of customer
needs, strong problem-solving capabilities, and a customer-first
philosophy that consistently enhances satisfaction and loyalty. With a
proven track record in team leadership, training, and process
improvement, I excel in optimizing workflows, enhancing team
performance, and driving tangible results.
| Kenya
EDUCATION
Advanced Diploma in Business
management
Graffins College
July 2017- October 2019
CERTIFICATION
First Aid Training- October 2023
International Computer Driving
License (ICDL) -November 2010
PROFESSIONAL EXPERIENCE
SKILLS
Customer Service Analyst- (SME ) July 2024 – February 2025
Cigna Healthcare (Hybrid)
Led training and onboarding for four waves of new hires,
ensuring high compliance with operational guidelines and
improving overall efficiency.
Identified and addressed training gaps within the
department, proactively recommending and
implementing strategies to improve employee
performance and operational efficiency.
Developed, implemented, and regularly updated operational
procedures, ensuring the team adhered to the most efficient
practices and company guidelines.
Collaborated cross-functionally with various departments to
refine processes, improve workflows, and enhance the
overall customer experience.
Proactively identified reliability issues and developed
strategies that improved worker attendance and engagement,
contributing to a 10% NPS improvement in Q4 2024.
Compiled, analyzed, and presented contact center
performance data, offering actionable insights for process
improvement and ensuring alignment with Service Level
Agreements (SLA) and organizational targets.
Utilized CRM tools to monitor customer interactions
Great Communication skills
Customer Satisfaction
Problem solving
Analytical and Critical Thinking
Escalation management
Cross-Functional Collaboration
Customer Service Tools
Phone, voice, email and live chat
Multi- lingual skills
TECHNICAL SKILLS
CRM Platforms: Salesforce,
Zendesk, Freshdesk
Reporting & Analysis: Microsoft
Excel, Google Sheets, Power BI,
PowerPoint
Communication: Slack,
Microsoft Teams, Zoom, Webex
ACHIEVEMENTS
Training Excellence: Led
successful onboarding for 4 waves
of new hires between 2022 and
2024.
and ensure accurate data tracking for enhanced
decision-making.
Senior Customer Service Representative September 2022 – July 2024
Cigna Healthcare (Hybrid)
• Worked closely with client executives and supervisors to manage and
resolve escalated customer issues, ensuring swift resolutions and a high
level of customer satisfaction.
• Acted as the primary point of contact for select clients, reducing the
need for handovers and improving overall communication and service
delivery.
• Conducted detailed reporting and analysis of recurring customer
complaints, proactively identifying trends and recommending strategic
improvements.
• Provided support to the team by handling difficult calls, de-escalating
situations, and offering expert guidance on managing client complaints.
• Analyzed customer feedback to identify pain points and areas of
improvement, driving service enhancements.
• Performed random call audits to assess the quality of service and
ensure customer needs were consistently met.
• Proactively optimized team workflows to align with targets and
enhance productivity and customer satisfaction.
Customer Service Representative August 2020 – September 2022
Cigna Healthcare (Hybrid)
• Managed incoming customer calls, providing effective and timely
solutions to inquiries, complaints, and requests.
• Responded to customer emails with clear, detailed, and thorough
information, ensuring their issues were addressed promptly.
• Ensured all customer queries were resolved in a timely manner,
consistently meeting performance and quality benchmarks.
• Provided feedback to supervisors on recurring customer issues,
contributing to ongoing service improvements.
Events & Cast Administrator January 2016 - October 2019
Spotlight Events and Casting Ltd.
• Managed data entry and file maintenance for actor profiles, ensuring
that all information was accurate and up-to-date.
• Reached out to potential cast members to assess suitability for roles,
ensuring a diverse and talented selection.
• Coordinated audition schedules, including callbacks, to evaluate
actors' performances and ensure the best talent was selected.
• Conducted thorough background checks on potential cast members to
ensure reliability and suitability for projects.
• Maintained the casting budget, ensuring resources were allocated
efficiently to meet production needs.
• Collaborated with the production team to ensure seamless
coordination between casting and project execution.
• Negotiated contracts with cast members, ensuring favorable terms for
both parties while aligning with project requirements.
Efficiency Improvement:
Automated team phone log-ins
using Microsoft Excel, improving
schedule adherence by 90%.
Language Training: Conducted
training for Portuguese-speaking
clients in Mozambique increasing
portal engagement by 25%
Customer Satisfaction: Analyzed
customer feedback and led
initiatives that improved NPS by
10% in Q4 2024.
REFERENCES
Lilian Owira
Regional Supervisor, Tupande
--Philip Mwita
Managing Director, Spotlight Casting
and Events Ltd.
--Esther Nambi
Customer Service Supervisor, Cigna
Healthcare
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