Hellen Malago, Customer Support Expert

About

With over 5 years of experience, I am a dynamic and results-driven professional merging strategic insights in business management with the communication finesse of public relations. My proven expertise lies in elevating customer satisfaction, revitalizing underperforming operations, and fostering dynamic communication among diverse stakeholders. As an effective communicator and devoted team player, I am deeply committed to delivering exceptional service.

Experience

Sendwave

May 2021 – Jun 2023

kenya

CUSTOMER CARE /HYBRID REPRESENTATIVE

Responded promptly and courteously to inbound calls, evaluating customer problems and complaints to provide effective and tailored solutions. • Addressed customer needs and delivered personalized assistance to new users via inbound calls, texts, and emails, guiding them through various onboarding issues. • Conducted thorough research using available resources, processed orders, forms, and applications, and proactively communicated with partners regarding remittance delivery status and reversal inquiries. • Efficiently directed calls to appropriate team members when necessary, while diligently documenting relevant notes from customer interactions. Resolved technical issues faced by App users through troubleshooting and problem-solving. • Identified and addressed customer issues, actively solicited, and reported customer feedback, maintained detailed call logs and reports, and followed up on customer inquiries to ensure customer satisfaction. • Verified customer accounts, implemented risk mitigation measures by blocking high-risk accounts, and monitored Sendwave App user activity to prevent fraud losses. Provided support

Dr. P.J Onyango Eye clinic

Dec 2016 – Jan 2020

kenya

FRONT OFFICE ASSISTANT

• Provided all the administration/Clerical work at the front office. Ensure that the payment/billing transactions are done appropriately and balanced at the end of every shift. • Organized and maintained diaries and making appointments. • Provided office support to the Department and responsible for day-to-day project correspondence and filing. • Performed other duties required as assigned.

Gertrude’s Children’s Hospital Muthaiga,

Dec 2011 – Aug 2014

kenya

SENIOR CASHIER / FRONT OFFICE ASSISTANT

• Provided all the administration/Clerical work at the front office to ensure that the payment/billing transactions were done appropriately and balanced at the end of every shift. • Ensured customer is attended to at the shortest time possible and in a professional manner. • Organized and maintained diaries and making appointments. Maintained & developed the office filing systems both on paper and computer. Ensured that any concerns or complaints were dealt with appropriately prepared and organized minutes for the department.

Jamko Health Services

Aug 2008 – Jul 2010

kenya

ADMINISTRATIVE/EXECUTIVE ASSISTANT

• Provided comprehensive administration and clerical support at the front office, ensuring smooth operations and efficient handling of tasks. • Managed payment and billing transactions accurately and balanced accounts at the end of each shift.

Education

Udemy

Jan 2023 – Feb 2023

Certificate, Certificate in KYC BOOTCAMP (KYC/AML/TM)

MOI UNIVERSITY

Sep 2017 – Dec 2019

Bachelors in business management, Business Management,

The Kenya Institute of Management

Jan 2015 – Sep 2016

Diploma in Public Relations Management, Public Relations Management

The Kenya Institute of Management

Jan 2001 – Dec 2001

Certificate, Advanced Certificate in Business Management

Hellen Malago

Customer Support Expert

Skills

Languages