Customer Service Specialist

Jul 2025 - Present

Reviewed and analyzed customer workflows in CRM and e-commerce platforms, ensuring accurate issue resolution and reporting. Applied structured processes to track churn reasons, annotate customer feedback, and provide actionable insights for retention. Maintained 98%+ accuracy on onboarding and reporting, demonstrating strong attention to detail and consistency.

Customer Service Executive

Oct 2021 - May 2025

Conducted detailed reviews of customer interactions, distinguishing evidence-based findings from assumptions to ensure fair resolutions. Annotated and categorized support tickets across multiple dashboards and admin panels, improving workflow efficiency. Delivered clear, concise written communication to global teams, supporting knowledge-sharing and continuous improvement.

Administrative Assistant

Jun 2020 - Feb 2021

Provided administrative support including filing, typing, and report preparation. Supported front-office operations, guest relations, and internal communications. Assisted in coordinating events and managing bookings during peak tourism seasons. Assisted in payroll processing based on attendance. Resolved guest complaints, boosting return visits.

Receptionist

Feb 2020 - Apr 2020

Maintained and retrieved client records efficiently. Welcomed and assisted visitors professionally. Managed incoming calls and emails to ensure smooth communication. Conducted office errands and maintained stock of essential supplies. Supported bursary processing, enabling students’ return to school.