M

Mercy Oloo

About

Detail

Kenya
Contact Mercy regarding: 
work
Full-time jobs
Starting at USD12k/year
Flexible work
Starting at USD6/hour

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • T
    Customer Support & Social Media Assistant public Remote experience
    Truelak Recruitment Agency
    Nov 2023 - Current (3 years)
    • Manage social media platforms, increasing engagement and brand.
    • Assist in administrative duties, including email handling, document preparation, and client
    communication.
    • Create branded content and recruitment visuals using.
    • Support the recruitment process through candidate communication and scheduling.
  • S
    Customer Support Specialist
    Sendwave (International Remittance)
    Apr 2021 - Jun 2023 (2 years 3 months)
    Provided high-volume email, chat, and phone support for card transactions, payment
    processing, and account inquiries, handling 80–120 interactions daily while maintaining a 95%
    satisfaction score.
    • Resolved inquiries across onboarding, card activation, transactions, and security while
    collaborating with product and operations teams to investigate and escalate disputes,
    chargebacks, and fraud cases.
    • Educated users on secure payment practices and account safety to reduce recurring issues and
    enhance customer experience.
    • Maintained detailed case documentation in CRM systems to support compliance, dispute
    resolution, and ongoing service improvements.
    • Developed and updated knowle
  • Unicaf University
    Front Desk Admin/Customer Support
    Unicaf University
    Jun 2019 - Apr 2021 (1 year 11 months)
    • Supported 200+ prospective and current students weekly with admissions, portal issues, and
    program inquiries.
    • Trained prospective students on the digital learning platform, resulting in 25% fewer recurring
    system-related questions.
  • S
    Customer Support Executive/Office Admin
    SPENN Kenya
    Oct 2017 - Oct 2018 (1 year 1 month)
    • Provided high-touch support to 50+ users weekly via phone and email, prioritizing escalated and
    time-sensitive requests, with 95% resolved within 4 hours.
    • Delivered software training and user onboarding to 30+ new users weekly, achieving a 90%
    successful platform adoption rate.
    • Analyzed customer feedback and shared insights with product and operations teams to enhance
    user experience.
  • H
    Customer Care Representative/Service Tracking Agent
    Horizon Contact Centers
    Jan 2016 - Jan 2017 (1 year 1 month)
  • S
    Call Centre Agent
    Star Times Kenya
    Jan 2015 - Jan 2016 (1 year 1 month)
Education verified_user 0% verified
  • P
    Propel Learning – Soft Skills Training
    May 2025 - Current (1 year 6 months)
  • Google Digital Skills for Africa
    Certification in the Fundamentals of Digital Marketing
    Google Digital Skills for Africa
    May 2018 - Jun 2018 (2 months)
  • E
    Diploma in Mass Communication and Broadcast Journalism
    East African School of Media Studies
    Jan 2011 - Sep 2012 (1 year 9 months)