Felestus Semo Ochieng
Winnipeg,MB
Summary
Motivated Customer Service Specialist with 6 years of experience in providing high-quality service to customers. Skilled in resolving issues, managing inquiries, and ensuring a positive experience for customers. Seeking to contribute my expertise in a customer service role to help enhance customer satisfaction and support the goals of the team.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
SkiptheDishes
02.2020 - 09.2024
- Handle over 250+ outbound calls per week
- Document all customer interactions and feedback in CRM software (e.g., Salesforce, Zendesk) to improve service delivery and inform future actions.
- Managed and resolved customer complaints related to food delivery issues, including late orders, incorrect items, and delivery driver concerns, ensuring a positive customer experience.
- Delivered high-quality customer service through multiple channels, including phone and email ensuring timely responses and solutions to customer inquiries
- Utilized SkipTheDishes internal tools (e.g., Merchant Portal, Dispatcher) to track orders, provide real-time updates to customers, and ensure successful deliveries.
- Consistently exceeded KPIs, including maintaining a customer satisfaction rating of 95% and achieving an average response time of 3 minutes, earning recognition for excellent performance
Customer Support Representative
Cantalk
08.2018 - 02.2020
- Managed customer complaints, offering solutions or escalating issues when necessary to ensure resolution
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
Education
BA - Political Science
University of Manitoba
Winnipeg, MB06.2022
General Studies -
International College of Manitoba
Winnipeg, MB08.2017
High School Diploma -
Parkland Arya Girls
11.2014
Skills
- Customer relationship management
- Order processing
- CRM software
- Adaptability and flexibility
- Microsoft office
Certification
Smart Choices Certification
Timeline
Customer Care Specialist
SkiptheDishes
02.2020 - 09.2024
Customer Support Representative
Cantalk
08.2018 - 02.2020
General Studies -
International College of Manitoba
BA - Political Science
University of Manitoba
High School Diploma -
Parkland Arya Girls
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