CakeResume
CakeResume Logo
Log In
Sign Up
Build your Network
My Network
Access your personal network connections and manage your contacts.
CakeResume Meet
Expand your professional network by meeting and connecting with other users.
Community
Engage with other users through discussions, forums, and networking events.
Log In
Sign Up
Avatar of Effie Linda.
Effie Linda
Customer Support Representative
ProfileResume
Posts
0Connections
Print
Avatar of the user.

Effie Linda

Customer Support Representative
I love helping customers get maximum value out of a product or service. By investing in the development of a great customer service and support culture, I've successfully addressed and resolved customer issues, provided proactive support and suggestions for attaining goals faster with products and services, and ultimately helped customers succeed. Through my experience, I've developed an aptitude for overseeing a broad range of duties with the goal of optimizing the customer experience while maintaining a persistent commitment to coaching and leading high-performance teams. My additional abilities in communication, creative growth, and problem-solving enable me to focus only on providing superior service with unmatched precision.
Antara Health
Kenya Methodist University
Nairobi, Kenya

Professional Background

  • Current status
  • Profession
    Customer Service / Support
  • Fields
  • Work experience
    6-10 years (6-10 years relevant)
  • Management
    I've had experience in managing 15+ people
  • Skills
    Customer Relations
    Team Management
    Leadership
    Mentoring
    Communication Skills
    Customer Service
    Customer Relationship Management
    Customer Experience
    Customer Service Skills
    Google Drive
    Strong Communication
  • Languages
    English
    ・
    Fluent
    Swahili
    ・
    Native or Bilingual
  • Highest level of education
    Master

Job search preferences

  • Desired job type
    Full-time
    ・
    Remote Only
  • Desired positions
    Customer Success Manager
  • Desired work locations
  • Freelance
    Full-time freelancer

Work Experience

Customer Success and Support Manager

Antara Health
Feb 2020 - Present
Leveraging exceptional leadership skills to coordinate varied departmental functions and activities by designing a seamless and thorough customer on - boarding process Satisfactorily managing requests and addressing issues coming from our portfolio of members as well as internal stakeholders by effectively coordinating the Antara customer'support team. Leading an outstanding Customer service and success team that includes onboarding, client success management, and customer support operations. Decreasing time to value while increasing customer'satisfaction for new customer's by >40% through the implementation of a dedicated onboarding team.

Customer Experience Lead - Remote

Remote Desk
Feb 2018 - Jan 2020
・
2 yrs 0 mos
Developed and improved internal customer'service processes, policies, and standards for the remote customer'service team distributed across 7 countries. Supported effective and wise decision-making by providing management with SIKRs for business expansion. Drove customer retention and engagement by implementing customer loyalty and voice of the customer programs. Hired and trained new customer'service agents to meet the company demand as per the approved budget of the Africa customer'service department.

Customer Service Shift Manager - Remote

Gamecode Limited
Jun 2016 - Dec 2017
・
1 yr 7 mos
Coordinated, scheduled, and managed shifts for 70 Customer Service Agents and ensured that the floor always had enough agents during all shifts Took ownership of, investigated, and resolved complex and long-standing customer's problems by responding promptly to escalated issues. Focussed on process improvement and customer advocacy to consistently accomplish the company's KPIs and positively influence the end-to-end experience,

Service Center Lead/Warranties specialist

Jumia Kenya
Oct 2014 - Jan 2016
・
1 yr 4 mos
Took leadership as the point of contact for all engagement between the customer and the manufacturer for all warranty-related issues and claims. Effectively managed and responded to voice, email, and live chat sessions from customers who required assistance in installation, operation, and maintenance of appliances received. Ensured timely resolution of clients' incidents, problems, and issues in line with SLAs to foster strong and positive relationships with existing customer's.

Customer Service Executive

Jumia Kenya
Nov 2013 - Oct 2014
・
1 yr 0 mos
Communicated with customer's through various channels email, social media, inbound calls to answer any product-related inquiries, validate orders placed. Identified and assessed customer's needs to achieve satisfaction and build sustainable relationships of trust through open and interactive communication. Provided accurate, valid and complete information on delivery timelines and return protocols.

Education

Kenya Methodist University

Master of Business Administration (MBA)
・
Bachelor's Degree Business Administration Management and Operations
2018 - 2022

Alison

Diploma Risk Management
2017 - 2017