Tim Ochieng

Maintained a CSAT score of 90%, consistently receiving positive feedback for empathy, professionalism, and effective problem resolution. Resolved 85% of customer issues on the first interaction, minimizing repeat calls and enhancing customer satisfaction. Achieved a 25% success rate in upselling and cross-selling, using deep product knowledge to enhance customer interactions and increase revenue.

Reduced fraud cases by 15% through meticulous transaction and reporting. Improved client onboarding efficiency by 25% by streamlining the onboarding process for individual customers and businesses. Ensured regulatory compliance by conducting thorough KYC checks reducing compliance violations by 20%. Enhanced user experience by identifying patterns in user feedback and implementing actionable suggestions resulting in a 10% improvement.

Improved customer satisfaction scores by 15% through proficient management of customer support. Handled approximately 80 daily customer interactions across multiple channels ensuring prompt and accurate resolutions. Contributed to reducing call abandonment rates, ensuring callers received timely support with an abandonment rate under 6%.

Boosted sales by 18% through effective planning and management of business hall activities. Reduced staff onboarding time by 20% by training new staff on product awareness, customer service, and sales practices. Improved team performance metrics by 12% through regular evaluations and feedback.

Managed an inbox with 30 daily emails, responding to inquiries within 24 hours and ensuring a smooth flow of communication for the executive. Successfully handled a diverse range of tasks, consistently prioritizing urgent items and completing 95% of tasks ahead of deadlines.

Successfully managed 65 calls/emails per day, efficiently handling high-volume inquiries while maintaining quality service. Responded to customer emails within 3 minutes, consistently meeting or exceeding company targets for timely email and chat responses. Maintained a low transfer rate of 2%, resolving the majority of customer issues independently and minimizing escalations.

Contributed to a 22% increase in client retention by welcoming clients warmly and ascertaining their needs. Ensured timely order processing and accurate invoicing by managing office supplies and reconciling customer accounts.