Mercy Oloo

T

Customer Support & Social Media Assistant

Truelak Recruitment Agency

Nov 2023 - Current (2 years 6 months)

• 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 knowledge base articles and FAQs, increasing self-servic

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)

About

Detail

Timeline

Résumé