Donnah Oroba
Services provided: Customer Success , Sales & Marketing , Customer Onboarding , Admin - Data Entry & Transcription Services , Data Entry
About Donnah Oroba:
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. A solid team player with who strives to maintain customer satisfaction and contribute to company success, with specialization in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Experience
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.
Education
I graduated from Machakos University with a 2nd Class Honors, Upper Division, in Finance.
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