Donnah Oroba

I have over 2 years of experience in the customer service field, with more than 1 year as a customer service representative, and more than 1 year as a quality coach. As a customer service representative, my duties were as mentioned below:

• Efficiently handle tickets, chats and calls.
• Solving customer's concerns.
• Taking ownership of customer's concerns and solving them.
• Continuous training and learning to be up to date with new product features.
• Working on CRM tools such as Zendesk, Salesforce and Beehive.
• Collect customer feedback and share suggestions with the team.
• Inform customers about new features.
• Respond to customer queries in a timely and accurate way
• Using a friendly and empathetic approach in delivering customer support to create a positive customer experience.

For the Quality Coach role, below are my duties:

• Audit and review CRM entries, email, and chat interactions.
• Monitoring, coaching, and feedback to the agents to ensure good quality customer service.
• Analyze and audit calls, emails, chats, and customer surveys to identify areas that did not meet the set performance standards.
• Monitor and devise plans and processes to improve CSAT.
• Provide timely feedback to agents to ensure performance improvement goals and the development of training programs.
• Organize and conduct calibration sessions.
• Suggest and contribute to improvements on Knowledge Base articles.
• Monitor employee quality records; track and report on outcomes.

I graduated from Machakos University with a 2nd Class Honors, Upper Division, in Finance.