Stephanie Omaka Otuya
Summary
Experienced and reliable Customer Support Representative with extensive experience in identifying the customer's needs by listening attentively, understanding the issue and providing timely solutions to their concerns through effective communication. Fully committed to following company procedures and exponentially increasing customer base. Phenomenal time management and multi tasking skill amassed over the years as a professional representative. Multilingual, proactive, hardworking as well as smart working, team spirit and ready to join my next team.
Overview
10
10
years of professional experience
Work history
Customer Support Representative
12.2020 - 06.2023
- Help customers reopen their closed orders
- Work as an interface between the writers and the customers
- Resolving issues regarding closed orders, bidding orders, cancelled orders, completedorders,pending payments, declined payments and negative balance
- Resolving issues regarding open disputes
- Provided plagiarism reports
- Recheck customers results before forwarding to the Quality Assurance Department
- Assisting with closing due orders
- Providing assistance when making payments.
Customer Support Manager
KingFx
08.2018 - 11.2020
- Identifying requests for improving the software
- Providing solutions to customers issues regarding updating and configuring the software
- Keeping a detailed record of the work process from description of the issue to its resolution
- Training employees on the work process
- Redirecting customer requests to the appropriate specialists to resolve them.
- Analysed statistics and KPIs to identify potential service improvements.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Improved customer service experiences to facilitate organic growth and loyalty.
Customer Support Manager
Apex Writing Services
11.2015 - 06.2018
- Resolved customer complaints via chats, emails and calls
- Ensured that all communication means were handled in a professional and prompt manner
- Contributed to the company's highest quarterly and annual customer satisfaction rate of2 percent
- Conducted trainings for teammates on the work process
- Processed orders in a timely and efficient manner
- Continuous follow up on these orders to ensure customer satisfaction
- Redirecting customer requests to the appropriate specialists to resolve them
- Implementation of contextual tasks for projects and activities of the company.
Branch Customer Support Representative
MeCare
05.2013 - 09.2015
- Receive calls from clients
- Confirm their location and note down the problem
- Search for the nearest available doctor using the program
- Refer the physician to the client
- Follow up from time to time.
Education
Shupik Medical Institute
Masters - Business Management
Kiev National University of Technology and Design
2020
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Kiev Medical University
2018
Skills
- Time management and multitasking
- Problem solving
- Verbal and written communication via LiveChat, emails and calls
- Professional Customer Support
- Computer skills (Proficient in Microsoft Office, Hardware and Software skills, Email, Zendesk and Intercom)
- Customer needs analysis
- Dispute resolution
- CRM implementation
- Communication, Live chats, Data Visualization, Spreadsheets, Social media
- Communication and collaboration tools
- Outbound/Inbound calling
- Phone etiquette
- Conflict resolution
- Typing
- Organization
- Leadership skills
- Stress Resistant
- Strong technical and analytical skills
- Telephone customer support
Additional Information
- ACHIEVEMENTS AND AWARDS , Employee of the year (2017) Most productive manager (2019) Best Support Team (2022)
Languages
English
Native
German
Intermediate
Ukrainian
Elementary
Timeline
Customer Support Representative
12.2020 - 06.2023
Customer Support Manager
KingFx
08.2018 - 11.2020
Customer Support Manager
Apex Writing Services
11.2015 - 06.2018
Branch Customer Support Representative
MeCare
05.2013 - 09.2015
Shupik Medical Institute
Masters - Business Management
Kiev National University of Technology and Design
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Kiev Medical University
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