Andy Soul, Customer Support Agent

About

With over five years of experience in customer service, I have a proven track record of resolving 95% of customer issues within 24 hours and consistently exceeding customer satisfaction scores. In my previous role as an IT support specialist, I trained colleagues and new employees on how to use GIMA, a system used to make orders, monitor inventory, and update store records. Additionally, I provided training to customers on how to use our company app to check the latest promotions, search for items in different categories, and set their location for delivery.

Experience

xgamertechnologies

Mar 2022 – Present

Nairobi (Remote)

Part-time remote Sales Representative

- Generate leads through social media outreach and online research. - I respond to website inquiries and social media messages promptly and professionally. - Provide personalized customer service by responding to customers’ needs. - Resolve customer issues and improve the customer experience. - Manage and update customer databases with notes for each customer. - Identify trends and patterns to improve the customer experience. - Use Salesforce to track sales opportunities and manage customer relationships. - Empathetic and understanding of the challenges that our users face. - Gather user feedback and share it with the team to improve the product and the customer experience.

Carrefour Retails, Kenya.

Aug 2020 – Jul 2023

Kisumu, Kenya

Store Associate/ Customer Support and IT assistant

- Processed orders and invoices, monitored inventory, and updated supplier schedules. - Promptly troubleshoot technical issues. - Assisted the commercial team in placing orders for restocking. - Trained staff and new employees on how to use the store management software. - I assisted customers with their app queries and trained them to use the app. - Managed the store’s IT infrastructure and ensured systems were up and running. - Processed sales transactions and provided excellent customer service. - Identified and assessed customers’ needs to achieve satisfaction. - Received and processed returns and exchanges. - Provided customer support by answering questions and resolving issues via phone, email, and chat. - Used Jira ticketing to investigate and resolve issues forwarded by colleagues. - Developed stock-take procedures to ensure accuracy and efficiency. - Consistently made approximately 30 daily calls, engaging with fellow employees, customers, and suppliers. - Provided accurate, valid, and complete information by using the right methods/tools. - Met personal and team qualitative and quantitative targets.

National Health Insurance Fund (Nhif)

Aug 2016 – Sep 2017

Kisumu, Kenya

Customer Care Agent

- Used Zendesk to manage tickets and resolve issues promptly. - Verified insurance coverage and updated client records. - Processed medical records requested by taking calls from clients. - Kept records of customer interactions, processed customer accounts, and filed documents. - Assisted in the preparation of daily, weekly, or monthly reports. - Resolved customer complaints promptly and ensured their satisfaction. - Updated records for onboarding clients.

Education

Maseno University, Kisumu Campus.

Sep 2017 – Aug 2023

Bachelor of Arts, Communications and Media Technology with IT

Moi University, Bazaar Plaza, Nairobi.

Sep 2015 – May 2016

Diploma, Communications and Public Relations

Andy Soul

Customer Support Agent

Skills

Languages