JACKLINE OTHACH

An enthusiastic customers service representative with 6+ years of experience, passionate
about driving brand loyalty with a strong dedication to helping customers resolve issues,
cultivating a positive image of the company and a proven ability to listen attentively while
solving problems quickly and effectively and increase customer engagement.

MEDICAL VIRTUAL ASSISTANT 2022 TO DATE
NAIROBI HOSPITAL
 Managed high volume inbound support channels over the phone/email and social
media accounts.
 Provided information about products and services to potential customers and
addressed their questions.
 Following up on patients appointments and verify their destined arrival time.
 Collected patient health information assessments online and over the phone.
 Following up with customers to build relationship and maintain interests.
 Ensured client intake forms are completed and consent forms are signed as per the
companies’ policy.
 Recorded patient data into files, billing and insurance qualification.
 Educated new member registration, member queries management, member contract
management.

AVENTUS LLC- US ACCOUNT 2019-2022
CUSTOMER SERVICE/RETENTION
 Handled inbound and outbound calls for delinquent accounts through an automated
dialer in a fast paced challenging call center.
 Utilized excellent communication and interpersonal skills to build a positive
relationship.
 Used active listening skills to identify customer satisfaction and retain customers that
best fits customer needs.
 Processed an average of 50 customer requests per day and 95% customer satisfaction.
 Diffused volatile customer situations calmly empathetically and professionally.
 Resolving and escalating complaints/concerns promptly.
 Working with team leader on performance improvement personally and with the
team.
 Developed and managed sales of new account.

 Guided customers through internal process, managed customer and coordinated with
the team to ensure the successful resolution and customer satisfaction.

BETIN COMPANY LIMITED 2018-2019
CUSTOMER SERVICE REPRESENTATIVE
 Handled inbound and outbound calls, email and social media accounts.
 Identify and access customers’ needs to achieve satisfaction and fast hand resolution.
 Preserve records of customer interactions, customer accounts and filing.
 Creating tickets for issues that require additional review from my superiors.
 Developed suitable relationship and trust with customers through open accurate and
interactive communication with the time limits and departments KPI’s.
 Actively participate in team meetings shift, briefing and provide valuable customer
feedback.
 Ranked above average and helped my team and call center be successful.

AMAZON- US ACCOUNT
2017-2019
PRODUCT LISTING
 Negotiated prices with product distributors to maintain profit.
 Assessed market trends and gathered information on hot and profitable products using
Amazon tools to make sure my products would sell.
 Tracked inventory shipments of new products.
 Developed and improved relationships with product suppliers.
 Created product description and listing information.
 Prepared spreadsheets detailing item information and created specific keywords to
improve conversion rate.
 Created product description and listing information.
VERIFONE (SMARTER CALL CENTRE) US ACCOUNT 2016-2017
 Provide one stop solutions to customers through phone and email.
 Maintained up to date record calls and customer interaction in a CRM system.
 Delivered information about our services to customers and addressing their questions
and concerns effectively.
 Maintained a calm and professional demeanor in high pressure situations.
 Following up with customers to build positive relationships.
 Collaborated with the team leader on performance improvement as an individual and 

with my team mates.

Kenya Institute of Management 2008

Diploma in Public Relations
Zetech College Campus 2007
Certificate in customer care & customer service
Udemy Online 2016
Introduction to Amazon Web services & shopify
Linkedin Learning 2020

 Customer service foundations
 Customer service problem solving and troubleshooting
Certified Nursing Assistant 2021/2022