Cynthia Kiilu

I am a productive and top-performing professional having over 6 years of experience having worked in different capacities for different organizations. I am an experienced professional with a transferable skill set in customer support, unwavering commitment to customer service, building productive relationships, and resolving complex issues to win customer loyalty. I am well-versed in public relations, digital media, and communication with great negotiating and organizational skills. Offering strong communication skills and public relations awareness and the ability to integrate the two for successful program initiation and management.

I have been the Customer service Team leader at Gadzone for the past 4 years. I have successfully managed and supervised a team of customer service representatives to deliver high-quality customer service and meet performance metrics. I have developed and implemented strategies to improve customer service processes, monitored customer service metrics, provided training and coaching to team members, handled escalated customer issues, and collaborated with other team leaders to develop cross-functional processes and procedures. I have also analyzed customer feedback and data to identify trends and areas for improvement, and managed team schedules and performance evaluations. I am a dedicated and results-driven professional with a strong track record of achieving customer service goals and enhancing the customer experience.

I pursued a Bachelors Degree in Communications and Public Relations where I attained a Second Class Upper Division at Moi University.