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 the end of my tenure due to a reduction in force(RIF), I maintained a 100% CSAT score every month against the required 95%. In addition, I solved an average of 35 tickets weekly against the required 27.• 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 hiring to support customers, employees, and contractors in a fast-paced environment.• 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 team.Responsibilities:• Document findings to support the knowledge base and our async team, to ensure questions can effectively be answered across all time zones. Maintain and expand this over time.• Maintain productivity standards, while ensuring close attention to detail with a healthy obsession with the customer journey and customer advocacy.•Respond within SLA to user tickets and customer queries on help@remote.com.•Be the voice and the ear for our users.•Identify trends in feedback from users and customers on help@remote.com and collaborate with Customer Success and other teams to bring attention to these trends.•Work with Engineering and Product to find and solve critical bugs.

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, contributing to a Quality and Compliance audit report of 91%, 94%, and 96% in the years 2018, 2019 and 2021 respectively.• 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 opportunities, I have encouraged self-directed growth within the team. This has eventually translated to a healthy obsession with the customer journey, promoting the delivery of high-quality customer service.

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 Language Testing System (IELTS) to complete registrations for April and May 2020 respectively.• 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%.