Austine OTOYI

Customer Service Representative

Mombasa, KE.

About

Highly motivated Library and Information Science professional with a Bachelor's degree and diverse hands-on experience in customer service, data management, and outreach. Adept at resolving complex technical issues and streamlining processes, I leverage strong communication and problem-solving skills to enhance operational efficiency. Eager to apply a unique blend of information management expertise and customer-centric strategies to drive innovation and organizational success.

Work

Teleperformance

|

Customer Service Representative

Mombasa, Mombasa, Kenya

→

Summary

Currently provides expert frontline support to customers, resolving technical issues and ensuring high satisfaction for a leading service provider.

Highlights

Resolved complex technical problems for customers, minimizing service disruptions and enhancing user experience.

Delivered comprehensive frontline support across email, phone, and chat channels, efficiently resolving a high volume of customer inquiries.

Managed and de-escalated critical customer concerns, achieving timely resolutions and maintaining high levels of customer satisfaction.

Maintained meticulous records of customer interactions and transactions within CRM software, improving data integrity for future support and analysis.

Kairi Tours and Safaris

|

Marketing Team Lead

Mombasa, Mombasa, Kenya

→

Summary

Led marketing data initiatives and outreach efforts to expand market reach for a tour and safari company.

Highlights

Led data collection and management initiatives, providing key insights to inform marketing strategies and enhance outreach efforts.

Researched and engaged with prospective tour agents and companies, effectively communicating company services to expand market reach.

Compiled and presented daily activity reports, offering critical insights on marketing performance and operational efficiency.

Technical University of Mombasa

|

Library Attache

Mombasa, Mombasa, Kenya

→

Summary

Supported library operations and enhanced patron experience through direct assistance and strategic resource promotion.

Highlights

Provided direct assistance to library patrons, resolving inquiries, facilitating resource location, and guiding on library services, enhancing user experience by 15%.

Managed the systematic organization and shelving of diverse library materials (books, journals, resources), improving accessibility and maintaining library order.

Executed outreach efforts, social media engagement, and marketing initiatives to promote library services and resources, increasing patron awareness and utilization by 20%.

Sely-Star Learning Center

|

Teacher Assistant

Kitale, Rift Valley, Kenya

→

Summary

Supported lead teachers in classroom management, lesson implementation, and student development within a primary education setting.

Highlights

Supported lead teachers in implementing daily lesson plans and educational activities, contributing to a structured learning environment for over 30 students.

Facilitated student learning by assisting with reading assignments, tests, and homework, ensuring comprehension and academic progress.

Collaborated with lead teachers on lesson plan development and curriculum adaptation, enhancing instructional effectiveness and student engagement.

Provided tailored support and encouragement to students with special needs, fostering an inclusive and supportive learning environment.

Maintained a positive and productive classroom environment by consistently reinforcing rules and procedures, promoting student engagement and discipline.

Education

Technical University Of Mombasa

Mombasa, Mombasa, Kenya
→
Bachelor of Information Science Library and Information Science Grade: N/A

Courses

Information Organization and Cataloging: Gained expertise in cataloging systems and metadata standards, enabling effective organization and retrieval of information in libraries and digital repositories.

Archival Practices and Preservation: Acquired knowledge in archival management, including the principles of preservation and digital archiving, ensuring the long-term accessibility of historical records and documents.

Languages

English

Kiswahili

Certificates

Succeeding in Web Development

LinkedIn

Certificate of Computer Packages

Wings College of Accountancy

Skills

Customer Service & Support

Technical Troubleshooting, Frontline Support, Customer Satisfaction, CRM Software, Inquiry Resolution, De-escalation.

Information & Data Management

Data Collection, Record Keeping, Information Organization, Cataloging, Archival Practices, Digital Archiving.

Marketing & Outreach

Marketing Strategy, Social Media Engagement, Public Relations, Market Research, Promotional Activities.

Communication & Collaboration

Active Listening, Verbal Communication, Written Communication, Cross-functional Collaboration, Stakeholder Engagement.

Organizational & Problem-Solving

Time Management, Attention to Detail, Issue Resolution, Critical Thinking, Process Improvement, Lesson Planning.

Technical Proficiency

MS Office Suite, CRM Software, Web Development Concepts.

Educational Support

Lesson Plan Implementation, Student Mentorship, Special Needs Support, Classroom Management, Curriculum Adaptation.

Interests

Photography

Reading

Travel Technology