Letty K'Okul
Customer Service Management Expert
About Me
Hello, I’m Letty Anyango K’Okul, based in Sweden. With over fourteen years of experience in customer service, I excel in resolving complex issues and enhancing customer relationships. At Wise Payments Ltd, I reduced case escalations by 15% and improved resolution times to an average of two days, significantly boosting team productivity and customer satisfaction. Additionally, I conducted comprehensive training for new agents, enhancing overall team productivity by integrating over 50 new hires into support roles effectively.
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In my previous role at Nation Media Group, my strategic initiatives not only led to a 20% rise in advertising revenue but also enhanced customer engagement across diverse sectors. I managed up to 100 calls daily, providing tailored advertising solutions and reinforcing the company’s reputation for responsive and reliable support. My experience extends to managing client portfolios for both enterprise customers and startup businesses, tailoring solutions that foster long-term relationships and business growth. I have also been instrumental in impactful project collaboration and process improvement, where I reduced average handling times and streamlined customer support workflows.
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Holding a Master’s in Communication Studies, I am well-equipped for positions that require strong communication and strategic planning skills. Fluent in English and Swahili, I am ready to deliver top-notch customer service and project management from anywhere in the world.
COMPETENCIES
Problem Solving
I excel in resolving complex problems by breaking them down methodically into actionable parts. My strategic solutions at Wise Payments Ltd led to my rapid promotion to Specialist, reflecting my ability to enhance customer satisfaction through innovative resolutions. Notably, my project at UNICEF involved creating impactful educational materials that were instrumental in community health initiatives, showcasing my capacity to deliver creative solutions across various settings.
Customer Retention
I successfully managed and retained over 100 key customer accounts, driving significant sales growth at Nation Media Group. My expertise in negotiation and personalized customer engagement resulted in recognition as a top sales performer in 2021, demonstrating my effectiveness in boosting customer loyalty and enhancing business performance.
Teamwork
I am adept at leading and integrating teams towards common goals, evidenced by my role at Wise Payments Ltd, where I managed a team of customer solutions executives, ensuring the company’s KPIs were consistently met. My focus on fostering an inclusive environment and promoting effective communication enhances team productivity and collective success.
Communication
My global experience has refined my ability to communicate clearly and effectively across different platforms, ensuring messages are tailored and understood by diverse audiences. My role in driving engagement at Nation Media Group, where I developed and managed successful communication strategies, illustrates my competence in building strong relationships and facilitating positive interactions.
Negotiation Skills
My advanced negotiation skills have secured significant contracts, notably a high-profile deal with a Dubai media house that propelled departmental sales to new heights at Nation Media Group. I have also managed client portfolios for enterprise customers and startup businesses, tailoring strategic solutions that foster long-term relationships and business growth. This success highlights my ability to strategically manage and expand client portfolios, contributing substantial revenue growth and enhancing company stature.
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Case Study Overview: Enhancing Customer Problem Resolution at Wise Payments Ltd
Introduction:
During my tenure at Wise Payments, an online banking platform renowned for its rapid service and customer-centric approach, I encountered a significant challenge that threatened both customer satisfaction and our brand's reputation. The existing customer problem resolution process was not sufficiently addressing urgent financial issues, which posed a risk of escalating into public relations crises or legal disputes.
Business Challenge:
The main challenge was the inadequate handling of complex customer issues related to online transactions, which required urgent attention to prevent potential fallout, including public backlash and decreased customer trust. This situation necessitated an innovative solution to improve our problem resolution rate and maintain our standing as a reliable financial service provider.
Strategic Approach:
To address these critical issues, I proposed the creation of a specialized sub-team Level 2 Expert Support. This team would work directly with product developers, engineering teams, and senior management to expedite the resolution of complex cases. My strategy involved:
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Team Formation: Assembling a task force of expert problem solvers with the authority to interact directly with technical and product teams.
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Process Redesign: Implementing a streamlined workflow for this team to take over cases that had remained unresolved for an extended period.
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Skill Enhancement: Providing specialized training to Level 1 customer support to identify and escalate complex issues efficiently.
Outcomes:
The formation of the Level 2 team led to a substantial improvement in the customer resolution rate:
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Resolution Efficiency: We achieved a reduction in average resolution time from months to under 3 days for high-priority cases.
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Customer Satisfaction: Enhanced customer support interactions, reflected by a consistent 90% customer satisfaction rate across communication channels.
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Operational Savings: The strategy prevented numerous cases from reaching the financial ombudsman, saving the company significant amounts in potential fines and compensatory payments. The initiative reduced escalation cases by 15%, directly impacting over 1,000 customers with effective problem resolution.
Insights Gained:
This experience underscored the importance of adaptive customer service strategies in the finance sector, particularly the need for specialized roles that bridge the gap between customer-facing teams and technical development units.
Conclusion:
By establishing the Level 2 Expert Support team at Wise Payments, we not only enhanced our problem-solving capacity but also demonstrated our commitment to customer trust and service excellence. This initiative has prepared me to bring similar innovations and strategic improvements to customer support operations in any dynamic remote work environment.
Technical Proficiencies Utilized:
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CRM Systems: For tracking customer interactions and feedback, crucial in managing complex cases.
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Photoshop and InDesign: Used for creating visual aids and training materials for the customer support team.
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MS Office and Email: Essential for drafting reports, presentations, and communications within and across teams.
Core Competencies Displayed:
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Strategic Problem Resolution
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Account Management
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Process Improvement
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Training Coordination
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Team Leadership
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High-Impact Communication
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Case Study Overview: Revitalizing Classified Ad Revenue at Nation Media Group
Introduction:
During my tenure as the acting manager for the classifieds team at Nation Media Group Ltd, I spearheaded a strategic initiative to address the significant decline in advertisement pages from 7 to just 3 daily which was costing the company over $5,000 in daily revenue. This challenge posed a threat to our department's status as a major revenue contributor.
Business Challenge:
The urgent challenge was to halt the revenue decline in the classifieds section and devise a strategy that would not only regain lost advertisers but also attract new ones, especially considering the increasing shift towards digital platforms.
Strategic Approach:
To combat this downturn, I led a series of strategic measures including:
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Market Analysis and Feedback: Leveraged insights from customer feedback and market trends to pinpoint the causes behind the decline in ad placements.
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Stakeholder Engagement: Worked closely with the management to propose a shift towards a digital-integrated advertising model.
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Digital Integration and Innovation: Initiated the development of an online advertising platform that complemented our traditional print ads, offering bundled packages that improved visibility and reach.
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Promotional Strategies: Introduced promotional offers, such as three days of free online advertisement, to provide added value and attract broader advertiser participation.
Outcomes:
The strategic shift to a dual-platform advertising model yielded significant benefits:
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Revenue Enhancement: Successfully reversed the decline in print ads and generated a new, growing revenue stream from the digital platform.
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Market Positioning: The innovative approach significantly boosted our competitiveness, recapturing advertisers who had moved to online-only platforms and attracting new clients.
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Customer Engagement: The enhanced advertising options increased customer satisfaction and engagement, evidenced by positive feedback and a higher rate of repeat business.
Insights Gained:
This project highlighted the necessity of adaptability and innovation in media sales, showing that integrating traditional and digital strategies is crucial for staying competitive in a rapidly evolving market.
Conclusion:
This turnaround strategy not only stabilized a vital revenue stream but also demonstrated our capability to innovate and adapt in a changing media landscape. This case study reflects my skills in strategic planning, digital innovation, and effective problem-solving, which I am eager to apply in a remote role that values transformative leadership and operational excellence.
Technical Proficiencies Utilized:
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Adobe Photoshop and Illustrator: Used for designing and editing digital ad layouts.
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CRM Systems: Utilized for managing customer interactions and tracking feedback to enhance customer relations and service delivery.
Core Competencies Displayed:
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Strategic Planning and Execution
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Digital Transformation and Innovation
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Stakeholder Engagement and Relationship Management
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Problem Solving and Process Improvement