Diana Adhiambo

Customer Service Representative

5years of work

3years in support

3years at Solcrete Contractors Ltd

2languages at B2 and above

Overview

Customer Support Services Specialist with 3+ years of multi-channel customer support experience in fast-paced environments. Proficient in CRM-based support workflows and SaaS customer handling, including troubleshooting, account support, and service request management. Has experience with customer reporting and process improvements using productivity tools.

Phone

Timeline

Customer Service Representative · Middle

Solcrete Contractors Ltd · Full-Time

Mar 2023 to Present 3 Years 8 Months Nairobi In office

Provided multi-channel customer support by handling inquiries via email, chat, and phone. Troubleshot customer issues and guided clients through solutions to improve satisfaction and retention. Managed customer accounts, billing adjustments, and service requests. Contributed to a reported 30% increase in the customer base through responsive support.

Zendesk

HubSpot

Catholic University of Eastern Africa

Bachelor's Degree · Finance

2023 Nairobi, Kenya

Front Desk Agent · Middle

Auka & Associates Ltd · Full-Time

Dec 2022 to Feb 2023 2 Months Nairobi In office

Handled client-facing support and responded to inquiries in a professional office environment. Managed billing tasks, scheduling, and administrative coordination. Maintained accurate records and helped improve office workflow efficiency.

Finance Intern · Junior

Solcrete Contractors Ltd · Internship

Nov 2021 to Apr 2022 5 Months Nairobi In office

Supported finance operations including invoicing, record maintenance, and reporting support. Assisted with preparation of financial statements and ensured data accuracy. Contributed to maintaining organized and up-to-date financial records.

Job preferences

Work permits: Kenya

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