
Frankline Oyoo
Customer Service / Support
Services offered
A highly motivated and customer-focused professional with extensive experience in handling customer interactions across multiple channels, including email, phone, and chat. I possess strong problem-solving skills, a keen eye for detail, and a client-first approach to service. My ability to efficiently manage inquiries, resolve complex issues, and maintain high customer satisfaction makes me a valuable addition to any customer-oriented organization.
Experience
Customer Service Expertise:
- Extensive experience assisting customers across various industries, including e-commerce, manufacturing, and telecommunications.
- Proficient in resolving product and service issues, handling escalations, and providing accurate information to enhance customer satisfaction.
Key Roles:
Customer Expert, Teleperformance (Zalando)
- Supports customers with inquiries about products, orders, deliveries, and returns.
- Resolves delivery delays, payment issues, and faulty product complaints through coordination with internal teams.
- Excels in problem-solving, professionalism, and empathetic communication.
Customer Service Representative, Atlas Contact Centers (Mabati Rolling Mills)
- Guides customers in using the company website and placing online orders.
- Educates customers on product advantages and resolves complaints related to order delays.
- Handles social media inquiries and updates order statuses via CRM systems.
Customer Service Representative, Horizon Contact Centers (Zuku Satellite)
- Managed high call volumes, exceeding sales targets with over 100 outbound calls daily.
- Activated customer accounts and addressed concerns efficiently, ensuring prompt resolutions.
Skills:
- Customer education, CRM management, issue resolution, and cross-platform communication.
- Strong communication, problem-solving, and sales acumen.
- Expertise in navigating challenging situations with empathy and professionalism.
Education
Formal Education:
- BSc in Natural Resources Management (2015–2019) – Masinde Muliro University of Science and Technology.
- Kenya Certificate of Secondary Education (K.C.S.E) (2011–2014) – Oriwo Boys High School.
- Kenya Certificate of Primary Education (K.C.P.E) (2003–2010) – Kital Primary School.
Additional Certifications:
- Information Technology Certificate (2014–2015) – Orient Computer Training Center.
- Artificial Intelligence Certificate (2023) – ALX Africa.
- Software Engineering Certificate (2024) – Power Learning Project Academy.
- Data Science and Analytics Certificate (2024) – HP Life & Foundation.
- Introduction to Cyber Security Awareness Certificate (2024) – HP Life & Foundation.
- Diploma in Cyber Security (2024) – Alison School.
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