Jane Olale Email & Phone Number

Nairobi

CALL CENTER AGENT DECEMBER 2014-JUNE 2015• Customer service and Account reconciliation on customer accounts.• I also did social media support on both Dstv and GOtv.• Holding Forte as an assistant team leader at the call center and assisting with resolution of difficult issues.• Logging of cases for resolution.• Verified data integrity and accuracy.• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.• Asked open-ended questions to assess customer needs.• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.• Answered an average of 120 calls per day by addressing customer inquiries, solving problems and providing new product information.• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.RETENTION AGENT JUNE 2015 TO APRIL 2016● Resolving customer retention queries /complaints● Executing outbound calls as per assigned script with the aim of retaining and reducing churn● Proactively engaging with loyal and high risk customers and educate/advise them on available alternatives (products, services and promotions)● Contacting customers who sign up for the first time and advise of available options (payment options, Self Help, downgrade)● Conducting outbound call campaigns to inactive subscribers● Continuously providing feedback from customers on issues experienced which result in churn.● Effectively upselling and cross selling products and services through the use of rapport building, probing needs and suggest alternatives.● Attending to any ad-hoc business request from Management aimed at reducing churn● Accurately capturing all surveys on the provided system.● Consistently scoring in the highest quadrant for training assessments and QA evaluations

Kenya

• Analyzing billing of subscriber accounts so as to credit or debit the account.• Reconnecting, upgrade and downgrade of accounts• Logging incidents and escalating to first level support while updating the case tracker with incident number for follow up• Analyzing accounts for reporting• Signal issues support and technical troubleshooting of hardware and software• Writing and submitting daily reports on cases raised by both inter-departments and act as a link between departments within the organization.• Updating the customer database• Monitoring applications and escalating it to the business desk manager• Connected service support such as Showmax, Dstv Now, catch up plus and online Box office.

Kenya

• Reviewing and management of all website content. • Preparing, reviewing and editing articles to improve grammar readability and quality. • Enforcing editorial policy and guidelines, publishing requirements and avoiding libel