Omondi

REBECCA OMONDI
ʌ□
V□[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)
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Customer Success & Support Specialist

◆ Professional Summary
Customer Success & Support Specialist with 5+ years of experience delivering
outstanding service across diverse industries. Skilled in customer retention, conflict
resolution, process improvement, and team training. Adept at managing CRM systems
and support tools such as Zendesk, HubSpot, Salesforce, and Zoho Suite. Known for
turning escalations into opportunities—resolving issues with empathy, building long-
term client trust, and driving measurable improvements in satisfaction and retention.

◆ Core Skills

• Customer Retention & Engagement
• Upselling & Cross-Selling
• Workflow Optimization
• Conflict Resolution & Ticket Management
• Team Training & Stakeholder Collaboration
• Remote Communication & Process Improvement

◆ Tools & Technologies

Support Platforms: Zendesk, Freshdesk, Gorgias, Help Scout, Intercom, Live
Chat
CRM & Communication: HubSpot, Salesforce, Zoho CRM, Slack, MS Teams,
Zoom
VA & Productivity: Google Workspace, MS Office, Notion, Trello, Asana,
Calendly
E-commerce & CMS: Shopify, Amazon Seller Central, Ship Station
◆ Certifications

• Customer Service Specialist Certificate – Mangtas ( June 11, 2023)
• Time Management for Virtual Assistants – Udemy (July 6 2024)

◆ Work Experience

Customer Support Specialist (Remote)
Talentpop | November 11, 2023 – March 23, 2025

• Deliver high-quality customer service across email, chat, and phone
channels.
• Resolve customer inquiries and troubleshoot issues efficiently to meet SLAs.
• Maintain accurate customer records and track interactions in CRM platforms
like Zendesk and HubSpot.
• Share customer feedback with the product team to support feature
improvements.
• Collaborate with internal teams to streamline support processes and elevate
CX.
• Lead training and onboarding of new team members; develop SOPs and best
practices for consistency and quality.

Customer Support Agent (Remote)
Majorel Kenya | Sep 4, 2022 – Sep 26, 2023

• Responded to customer requests related to services, billing, and company
info via chat and phone.
• Maintained accurate client records, ensuring data was clean and accessible
for reporting.
• Resolved customer complaints with a forward-thinking, empathetic
approach.
• Contributed to service strategy changes that boosted customer satisfaction by
15%.
• Handled a high volume of support tickets with minimal wait times,
improving support team efficiency.

Admissions Counselor (Remote)
Atlantic International University | Jan 6, 2022 – Aug 28, 2022
 • Made extensive outbound calls to potential students and provided guidance
throughout the admissions process.
• Coordinated with academic and finance departments to verify payment
receipts and ensure onboarding accuracy.
• Developed and implemented an outreach program that increased enrolment
rates by 20%.
• Managed CRM data on student progress and handled inquiries with
professionalism and speed.
• Tracked social media analytics and performance, sharing reports to support
campaign strategy.

Tele-calling Agent
Tala Kenya | Nov 21, 2020 – Dec 6, 2021

• Performed daily follow-ups with debtors through phone, SMS, and email,
achieving a 25% debt reduction.
• Negotiated repayment plans and worked closely with customers to settle
overdue accounts.
• Ensured billing was aligned with scheduled delivery timelines and calendars.
• Resolved customer disputes and escalated complex issues for timely
resolution.
• Collected customer feedback to help refine product and support services.

Customer Service Executive (Remote)
Greenlight Planet | May 14, 2018 – Sep 27, 2020

• Conducted customer verification checks prior to product purchases.
• Evaluated clients’ creditworthiness and provided informed purchase
recommendations.
• Responded to product and service questions, increasing customer
engagement and satisfaction.
• Managed a high volume of incoming calls efficiently, ensuring prompt
assistance.
• Played a key role in improving customer retention by 10% through
consistent service excellence and follow-up.
◆ Education
B.A. in Economics & Sociology
Chuka University, Kenya | Sep 2014 – Apr 2018

◆ Referees

• Mercy Nzambi, Team Lead, Greenlight Planet – [open contact info](look above in the "contact info" section)
• Mary Njoki Gichuhi, Project Manager, Compassion Kenya – +254 715
280449
• Florence Chiveli, Manager, Majorel Kenya – [open contact info](look above in the "contact info" section)