Ruth Sewe Email & Phone Number

Nairobi County, Kenya

• Helping clients and partners to handle requests to add additional services, cancel or change bookings;
• Communication with hotels and suppliers;
• Recording information in the CRM system about work done.

Nairobi County, Kenya

• Constantly developing lasting customer relationships that promote retention and loyalty.
• Tactfully engaging with customers through the support ticketing platform(Zendesk), and knowledge-centered support principles to enhance a personalized human-centric experience.
• Maintaining productivity standards, while ensuring high attention to detail with a healthy obsessionwith the customer journey and customer advocacy.
• Identifying trends in the feedback received from users and customers and collaborating with Customer Success, Sales, and other teams to bring attention to these trends.
• Working collaboratively with Engineering and Product teams to find and solve critical bugs.

Nairobi, Kenya

• Achievements:
• Identified trends in customer feedback, reported bugs, and documented those findings to support the internal knowledge base and asynchronous team members.
• By utilizing my critical, analytical, and problem-solving skills, I exceeded my monthly KPIs as I collaborated with the internal teams to provide excellent customer experience to my internal and external clients. Until.
• With my vast knowledge in a finTech remote-based company, I have experience using web-based tools and technologies such as Slack, Zendesk, Notion, Asana, and Juro. I have enhanced my research techniques in global.
• Built a proven track record of working in a highly dynamic customer-facing role while maintaining a very high level of accuracy and attention to detail even when juggling multiple priorities.
• I have rich experience collaborating cross-functionally with team members from multiple countries and time zones to understand customer requirements and translate them into effective feedback for the product.

Nairobi, Kenya

• As a test day delivery lead, I have successfully facilitated the administration of CAIE examinations, paper-based, and computer-based IELTS examinations, accommodating up to two hundred candidates per session.
• Successfully cultivated an open and transparent channel through my servant leader approach by mentoring and coaching a vibrant team of twenty invigilators. By encouraging them to actively seek out learning.

Nairobi, Kenya

• Exceeded the organization’s sales goal by providing outstanding customer service. As the sales and marketing lead, I successfully converted 94% and 96% of the incomplete registrations for the International English.
• Resolved an average of 100 email and 50 telephone inquiries per day, contributing to a significant reduction of complaints by 25% during the last quarter of the financial year 2020.
• Demonstrated professional etiquette and manners, improving 30% positive feedback immediately.

Nairobi, Kenya

• Successfully identified and stopped a fraudulent activity that would have exposed the bank to a lawsuit and a potential loss of ten million Kenya shillings.
• Received a recognition award in 2013 for consistently providing exceptional customer service at the NCBA Kisumu branch.
• Resolved customers’ complaints while identifying problems and taking appropriate corrective action, increasing client retention ratio by 35%.