Michael Oyugi

Streamlining the order fulfillment process, resulting in a 20% reduction in order processing time and increased overall customer satisfaction. Responding to customer inquiries promptly through various channels, including chat, email, and phone, providing detailed information on product specifications, order status, and delivery timelines. Proactively identifying and resolving order-related issues, such as delivery delays and product defects, ensuring a seamless customer experience. Implementing a customer feedback mechanism, collecting and analyzing customer suggestions to improve the online shopping experience. Collaborating with the logistics team to optimize shipping procedures, leading to a 15% decrease in delivery errors and an improvement in on-time delivery rates. Coordinating with the returns department to expedite the return process and enhance customer trust, resulting in a 25% reduction in return processing times. Being recognized as the top-performing Customer Service Representative in handling order-related inquiries during peak sales periods. Implementing a customer satisfaction survey, achieving an 85% positive rating for order resolution and the overall customer service experience.

Managing a high volume of inbound calls, addressing customer queries related to insurance products, policy coverage, and claims processing. Providing personalized assistance in claims processing, policy renewals, and policy adjustments, ensuring clients had a thorough understanding of their insurance coverage. Utilizing in-depth knowledge of insurance products and industry regulations to provide accurate and detailed information to clients. Collaborating with underwriters and claims processors to expedite claims resolution, reducing turnaround time by 20%. Implementing a customer feedback system, resulting in a 15% increase in overall customer satisfaction scores. Conducting training sessions for new customer support team members, focusing on insurance product knowledge and effective communication strategies. Successfully implementing a knowledge-sharing platform within the customer service team, reducing response time by 20% for inquiries related to insurance policies. Collaborating with the sales team to identify cross-selling opportunities, contributing to a 10% increase in policy add-ons and renewals.