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Skills
Experience
Remote Customer Service Representative
JetBlue Airlines (via CCI Kenya)
2025-10 - 2026-03
Managed a high‑volume queue of 100‑150+ daily contacts across chat, email and phone, consistently meeting SLA targets. Resolved more than 60 % of routine inquiries on first contact by independently reviewing account and policy details, reducing repeat follow‑ups. Escalated complex cases within 1–2 minutes using the correct workflow, ensuring timely solutions. Maintained 100 % accurate customer records in Zendesk and Salesforce Service Cloud, improving CRM hygiene. Tracked recurring service issues and delivered weekly trend summaries to supervisors to drive process improvements.
Finance Intern
The Great Rift Valley Lodge Plc
2025-06 - 2025-09
Managed B2B collections for over 10 client accounts, following up on outstanding balances to support revenue recovery. Ensured 100 % accurate supporting documentation for routine finance tasks, enhancing traceability and record control. Identified and resolved discrepancies before month‑end close, preventing larger accounting errors. Assisted with accounts payable and receivable processing, keeping daily finance workflow on schedule. Reconciled transactions with same‑day turnaround, protecting data integrity and supporting timely reporting.
Operations & Customer Service Team Lead (Part‑Time)
Gemini Events
2024-06 - 2025-05
Acted as the primary point of contact for escalated customer concerns across multiple events per week, delivering clear and professional resolutions. Coordinated a team of 3‑5 members, assigning schedules and escalation ownership to improve accountability and response time. Documented every escalation and resolution accurately, ensuring continuity and reducing repeat explanations. Analyzed recurring customer pain points from feedback and presented recommendations to leadership, leading to workflow improvements. Maintained high service quality during peak periods through effective cross‑functional coordination.
Languages
English
fluent
Last updated: 1 month ago