Cyndy Okeyo

Customer Service Associate 

June 2022– Current   

• Manage large amounts of incoming calls, emails and chats.  
• Build sustainable relationships of trust through open and interactive communication  
• Provide accurate, valid, and complete information by using the right methods/tools  
• Keep records of customer interactions, process customer accounts, and file documents  
• Follow communication procedures, guidelines, and policies  
• Go the extra mile to engage with the customers  
• Resolve customer complaints via phone, email, and social media  
• Use telephone/emails to reach out to customers and verify account information  
• Greet customers warmly and ascertain the problem or reason for calling  
• Assist with the placement of orders, refunds, or exchanges  
• Advise on company information  
• Take payment information and other relevant information such as addresses and phone numbers  
• Give quotations, Place or cancel orders also follow up with customers  
• Answer questions about warranties or terms of sale  
• Suggest solutions when a product malfunction  
• Handle product recalls, changes in policies, or renewals  
• Inform customers of deals and promotions  
• Work with the customer service department to ensure proper customer service is being delivered  
• Close out or open call records in the CRM system  
• Ensure all calls, emails, etc. are logged in the CRM system  
• Compile reports on overall customer satisfaction  
• Stay up to date with the company’s product and service information, promotions, and pricing • Follow up with customers after the purchase has been made and ensure to get product/service feedback  
• Identify and escalate issues to the team leader   
• Ensure all inquiries are responded to within the shortest time possible and later do  

Call Centre International   

Customer Service Representative 

January 2021 – January 2022   

• Answer inbound calls in a timely and effective manner.  
• Provide ideal solutions to customer queries and problems.  
• Providing customers with the organization’s service and product information. Processing forms, orders, and applications requested by the customers.  
• Recording details of comments, inquiries, complaints, and actions taken.  
• Routing inbound calls to the appropriate resources.  
• Boost customer loyalty by offering a proper experience over the phone.  
• Manage & update customer databases.  

Architecture Kenya Limited   

Customer Experience Agent 

October 2017 – December 2020   

• Answering organizations phone calls from customers and having interactive conversations.  
• Handling any queries and concerns from the respective stake holders and ensuring satisfaction from them. 
• Building relationships with customers and Keeping Data records using the appropriate means.  
• Welcoming, receiving, signing in and dealing with new clients who walk in our offices as first timers. 
• Preparing Newsletters and fliers. 
• Collecting data and maintaining databases, media lists    Draft, edit and disseminate communications copies
• Recommend techniques to improve the company’s public image. 

Independent Electoral and Boundaries Commission Returning Officer  

August 2017- September 2017   

• Set up polling stations/booths in each polling station where voting takes place.  
• Distribute ballot papers/boxes to all polling stations which are manned by presiding officers.  
• Supervise voting and counting of votes in the constituency.  
• Tally and verify constituency poll results before announcing them.  

ACADEMIC QUALIFICATIONS   

2002 – 2009