Valentine Okinyi

My customer support experience counts over three years and I have developed successful ability to manage customer inquiries, process customer complaints, and provide customer satisfaction through a variety of communications, phone, email, and live chat. I began in a high call center environment, with most of my work involving support to individuals and businesses, with the honor of timely and correct answers to the issues they presented. Remaining calm in stressful situations and communicating effectively enabled me to meet and surpass performance goals on a regular basis. I am very proficient in the application of customer relationship management (CRM) tools like Zendesk, Freshdesk, and HubSpot and have used them to keep track of conversations, handle tickets, and do follow-ups of unresolved issues. I follow up to the details and ensure all customers interactions are properly recorded as a form transparency and future reference. Problem-solving ability is one of my strengths. I ensure that I listen to a customer, the appropriate questions are asked, and have customized solutions advising the client in a simple and professional way. In my last place, I was working with a SaaS product, and in addition to answering general support tickets, I assisted customers in using product features, troubleshooting technical problems, and escalating complex work to relevant departments. This made me better at breaking down technical information into easy-to-understand language to the customers. I have also worked on revising the internal knowledge base articles and assisted in the onboarding of new team members by assisting in the guidance of the best practices and support guidelines. My goal is to provide good customer experience in all communication. I think every customer should also feel listened to, understood, and respected. I am patient, empathetic, efficient, and detail-oriented, which allows me to offer high-quality assistance that fosters loyalty and customer associations in the long-term perspective. I consider myself a steadfast and problem-solving team player.