THERESIA KIIO
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Objective
A Customer Representative Manager with 2 years of experience in supporting sales teams and turning
cancelations into satisfied customers.Recognized for exceptional communication and interpersonal
skills while interfacing with diverse clientele.Proven ability to deliver high customer satisfaction
ratings.
Experience
Upwork com/ Fivver/ People per hour
Customer Service Representative Freelancer
December,2021 - Present
Handled customer inquiries via email, phone, and live chat, resolving issues promptly and maintaining a high
level of customer satisfaction.
Identified and resolved customer issues, often requiring creative problem-solving and a deep understanding of
client products and services.
Assisted customers with order placement, tracking, and returns, ensuring a smooth and efficient process.
Provided technical assistance for various software and hardware issues, guiding customers through
troubleshooting steps.
Collected and analyzed customer feedback to identify areas for improvement, implementing changes that
enhanced the overall customer experience.
Managed multiple client accounts simultaneously, prioritizing tasks to meet deadlines and exceed client
expectations.
Utilized customer relationship management (CRM) software to track interactions, manage customer data, and
streamline communication processes.
Conducted training sessions for new team members, sharing best practices and ensuring consistent service quality
across the team.
Key achievements
Maintained a customer satisfaction rating of 95% or higher.
Reduced average response time by 30% through process improvements.
Developed a comprehensive FAQ and troubleshooting guide, reducing the volume of repetitive inquiries by 20%.
Dolan call center,Nashville TN
Remote customer service representative
May, 2020 - July, 2021
Responded to customer inquiries and issues via phone, email, and live chat, ensuring timely and effective
resolution.
Provided technical support and troubleshooting for various products and services, guiding customers through
step-by-step solutions.
Managed customer accounts, including updating information, processing orders, and handling billing inquiries.
Utilized CRM software to document interactions, track customer issues, and follow up on unresolved cases.
Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
Key achievements
Provided quality service in a high volume call center, processing transactions, resolving issues and assisting with
service sign-ups.
Resolved an average of nearly 500 inquiries on a weekly basis while meeting all performance milestones for speed
and accuracy.
Achieved a 92%-95% customer satisfaction rating every month.
Skills
Call center operations
Customer service
Client relationship
Communication skills
Problem solving skills
Customer Relationship Management
Education
Jomo Kenyatta University of Agriculture and Technology
Bachelors of science in Corporate communication and management- —
Certificates
Customer Service Training, Udemy
Call Center Customer Service, Course era
Language
English (Fluent)
Kiswahili
