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sharon_kariu

Sharon K

@sharon_kariu

I will be your personal administrative virtual assistant

Quênia
Inglês
Algumas informações são exibidas no idioma inglês.
Sobre mim
I am a Customer Service and Contact Centre Agent with inbound and multi-channel support vast experience at a US-based insurance account. I am skilled in CRM platforms, call center dialers, and Microsoft Office. I specialize in Data Entry, Voice over calls, Virtual Assistant and also a super Customer Service Representative... Saiba mais

Habilidades

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sharon_kariu
Sharon K
offline • 

Conheça meus serviços

Assistência geral
I will be your reliable VA for customer support and data entry
A partir deUS$ 20 /projetoMais detalhes

Experiência profissional

CCI

CX specialist

CCI

Mar 2025 - Mar 2026 • 1 yr

Handled an average of 30 inbound customer service calls per day across the Lemonade Inc. (US insurance) account, consistently maintaining an 80% first call resolution rate. • Achieved a 4.95/5.00 CSAT score (above team and company average) across 227 monthly customer interactions, rated by Medallia Agent Connect. • Maintained a 91.3% QA score against internal quality benchmarks, with 0 appeals lodged across 7 reviewed interactions in a single audit period. • Exceeded performance targets by approximately 30%, demonstrating consistent delivery above set KPIs for call quality, resolution speed, and customer satisfaction. • Contributed to revenue growth by identifying upsell opportunities and presenting relevant products and services during customer interactions. • Escalated complex complaints and grievances to appropriate departments, ensuring timely resolution and accurate documentation in CRM systems. • Operated across multiple channels and adhered to company scripts and compliance standards while maintaining a natural, customer-first tone. • Proactively pursued additional training and self-development resources to maintain and improve product knowledge and call-handling skills