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Definition of Reputation Credits
Effie Linda
Customer Support Representative
Nairobi, Kenya
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.
Work Experience
Customer Success and Support Manager • Antara Health
February 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 with new customers by >40% through the implementation of a dedicated onboarding team.
Customer Experience Lead - Remote • Remote Desk
February 2018 - January 2020
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
June 2016 - December 2017
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 escalations 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
October 2014 - January 2016
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 customers.
Customer Service Executive • Jumia Kenya
November 2013 - October 2014
Communicated with customers through various email channels, 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
Bachelor's Degree Business Administration Management and Operations
2018 - 2022
Alison
Diploma Risk Management
2017 - 2017
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
Effie Linda
Customer Support Representative
Nairobi, Kenya
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.
Work Experience
Customer Success and Support Manager • Antara Health
February 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 with new customers by >40% through the implementation of a dedicated onboarding team.
Customer Experience Lead - Remote • Remote Desk
February 2018 - January 2020
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
June 2016 - December 2017
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 escalations 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
October 2014 - January 2016
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 customers.
Customer Service Executive • Jumia Kenya
November 2013 - October 2014
Communicated with customers through various email channels, 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
Bachelor's Degree Business Administration Management and Operations
2018 - 2022
Alison
Diploma Risk Management
2017 - 2017
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