Dorcas Gathatwa

My name is Dorcas Gathatwa, and I bring over 10 years of progressive experience in customer service, growing from frontline representative to supervisor. In that time, I’ve built expertise in handling multi-channel customer inquiries (phone, email, live chat, social media, and in-person) while also leading teams and driving measurable results.

At Betin Kenya, I supervised more than 70 agents and helped raise customer satisfaction to 97% by improving escalation processes and reducing unresolved complaints by 40%. I’ve also worked on order management, front office operations, and aftersales support, ensuring customers not only get quick resolutions but also stay loyal.

I’m skilled in CRM and ERP systems like Zendesk, Salesforce, and Ameyo, and I thrive in fast-paced environments where service excellence directly impacts retention and growth. What sets me apart is my ability to combine frontline empathy with operational improvements,  I don’t just solve problems, I identify trends and recommend solutions that strengthen customer loyalty and business performance.

I’m now looking for a role where I can leverage this blend of hands-on service, team leadership, and customer experience strategy to create lasting value for both customers and the organization.

I have over 10 years of experience in customer service, starting from frontline support to leading teams. At Betin Kenya, I managed 70+ agents, helping raise customer satisfaction to 97% while reducing complaints by 40%. I’m skilled in CRM tools like Zendesk and Salesforce, and I thrive on creating customer experiences that build loyalty while also improving business performance.

I hold a Diploma in Information Technology from JKUAT, which gave me a solid foundation in systems, data management, and problem-solving. This background has been very useful in my customer service career, especially when working with CRM and ERP systems like Zendesk, Salesforce, and SAP.