Angela Ouya

As a customer service/ support representative, I support my clients in;

. Proactive phone and face to face customer service with the clients that is receiving calls and walk ins 
from customers.

· Promptly responding to customers chats and queries on social media platforms or emails or via live 
chat.

· Troubleshooting and resolving customer issues and service issues in accordance with the product 
knowledge and company policy.

· Building sustainable relationships and trust with customers through open and interactive communication, building a rapport with customers and building customer loyalty through maintaining customer satisfaction.

From my previous experience I've been able to gain the transferable technical and soft skills needed to excel in a call center or for working in customer/technical support.
I hope to achieve great things moving forward for the betterment of my team and the company as a whole.

Majorel Kenya                                                                               December 2021- Present       

Customer Service Representative Duties

• Contacted customers through emails, and phone conversations in order to provide information on the product and answer any customers’ questions. 
• Ensured follow up of customers through emails, phone calls and social media platforms like Twitter, Facebook, Instagram and other required platforms which greatly improved customer experience levels. 
• Provided firsthand customer support to online clients by efficiently resolving their complaints and their special requests. 

Skyward Express Airline                                                                      February 2021- June 2021 

Front Office Assistant Duties

• Aided the operations team in ticketing, confirming payments, making bookings and answering customer calls via email and phone calls, thus improving customer experience levels. 
• Promoted data accuracy by keenly collecting and storing useful data in the system. 
• Enhanced teamwork by frequently assisting the technical records team to type documents and file necessary paperwork. 
• Assisted the department in filling files in their respective orders for easier allocation and orderly retrieval when needed. 

ACADEMIC BACKGROUND

East African School of Aviation                                                                January 2020- December 2021 

Diploma in Aeronautical Engineering (Airframes and Engines Option) 

Serare High School, Kenya                                                                   January 2014 - December 2016 

Kenya Certificate of Secondary Education 

PROFESSIONAL QUALIFICATION 

Generation Programme Kenya                                                           January 2022- March 2022 

Certificate in Digital Customer Service 

Institute of Advanced Technology                                                                     January 2017- May 2017 

Certificate in International, Computer, Driving License Course