Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shelmith Onsate

Halifax,Nova Scotia

Summary

Proven Customer Experience Executive at Safaricom PLC, adept in CRM software proficiency and fostering a culture of empathy. Excelled in transforming customer feedback into strategic improvements, enhancing service quality.

Overview

2
2
years of professional experience

Work History

Customer Experience Executive

Safaricom PLC
03.2021 - 08.2023
  • Cultivated a culture of empathy within the organization by emphasizing active listening skills among all staff interacting with customers.
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
  • Trained and motivated new associates on daily routines to sustain business productivity.
  • Kept current on market and product trends to appropriately answer customer questions.

Education

Bachelor of Science - Public Health

Cape Breton University
Sydney, NS
07.2026

Bachelor of Science - Business Management

Jomo Kenyatta University of Science And Technology
Nairobi, Kenya
09.2020

Skills

    Complaint Handling

    Customer Feedback Analysis

    Brand representation

    CRM software proficiency

    Customer Service

    Decision-Making

Languages

English
Full Professional
French
Elementary
Swahili
Native or Bilingual
German
Elementary

Timeline

Customer Experience Executive

Safaricom PLC
03.2021 - 08.2023

Bachelor of Science - Public Health

Cape Breton University

Bachelor of Science - Business Management

Jomo Kenyatta University of Science And Technology

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Shelmith Onsate