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Westlands
Frankline Oyoo

Frankline Oyoo

Customer Support Expert.

Customer Service / Support

Westlands, Nairobi Area

Social

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.

Customer service
Customer support
Approximate rate: KSh 400 per hour

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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