Lisa Adongo Akinyi

Handled high-volume inbound live chats, emails, and calls, assisting a diverse customer and agent base with logistics and tracking inquiries.

Maintained high attention to detail by verifying user credentials and accurately auditing order histories, ensuring precise issue resolution and data integrity.

Managed up to three simultaneous chat windows efficiently, consistently maintaining clarity, speed, and a professional tone under pressure.

Successfully de-escalated tense customer situations through empathetic listening and swift problem-solving, resulting in a 14% reduction in customer churn.

Managed over 70+ daily customer chats and digital queries, consistently achieving a 96% Customer Satisfaction (CSAT) rating through effective problem resolution and communication.

Interpreted and clearly articulated complex service terms, tariff guidelines, and subscription policies, ensuring user comprehension and adherence to company standards.

Coordinated efficiently with external technical teams and field partners, streamlining the resolution of customer escalations and improving service delivery.

Proficiently navigated multiple dual-monitor database systems simultaneously to troubleshoot issues, log real-time data, and ensure accurate record-keeping.

Completed 100% of required monthly continuous education courses, demonstrating commitment to staying updated on evolving service protocols and best practices.