I am Ivonne Achieng,

I am a customer-focused professional with proven expertise in customer service, communication, and content writing. With over two years of experience supporting clients, resolving issues, and building relationships, I have also developed strong skills in content writing and digital communication. I thrive in collaborative environments, adapt quickly, and bring a solutions-oriented mindset to every challenge.

I am a dedicated and solutions-oriented Customer Success professional with a proven track record in building strong client relationships, resolving complex issues, and ensuring customer satisfaction. With over two years of hands-on experience in customer service and client support, I excel at acting as the first point of contact, handling inquiries with empathy and professionalism, and collaborating across teams to deliver seamless solutions. My strength lies in combining clear communication, problem-solving, and attention to detail to anticipate client needs and prevent future issues. Driven by a passion for teamwork, continuous improvement, and client success, I am committed to helping organizations achieve their mission while fostering trust, transparency, and long-term customer loyalty.

Experience

Customer Service Representative, Ministry of Labour and Social Protection 

• Acted as the first point of contact for community members, resolving inquiries with professionalism and empathy.

• Built and maintained strong relationships with clients, based on trust and clear communication.

• Handled inbound and outbound calls, ensuring timely responses to client needs.

• Managed client complaints and escalated complex issues to relevant departments, preventing recurring problems.

• Monitored and supervised projects, ensuring effective collaboration and documentation of activities.

• Advised and supported clients on group registration and program requirements.

CORE SKILLS AND COMPETENCIES

• Client Relationship Management
• Active Listening & Empathy
• Conflict Resolution & Problem-Solving
• Clear Verbal & Written Communication
• Multitasking & Time Management
• Team Collaboration & Cross-Functional Support
• Process Improvement & Documentation
• Data Entry & Record Keeping
• Complaint Handling & Escalation Management
• Customer Retention Strategies

Tools

• CRM Systems - HubSpot, Salesforce, Zoho CRM 
• Help Desk Platforms  - Zendesk, Freshdesk, Intercom
• Communication Tools: Slack, Microsoft Teams, Zoom, Google Meet
• Email Management: Gmail, Outlook

1. Professional Email Response to a Client Complaint

Scenario: A customer is frustrated because their account registration has been delayed.

Response

Subject: Update on Your Account Registration

Dear Francis,

Thank you for reaching out and for your patience regarding your account registration. I completely understand how important it is for you to have access as soon as possible, and I’m here to make sure this gets resolved quickly.

I have reviewed your case, and the delay was caused by a verification step that required additional documentation. I’ve already escalated this to our team, and I’ll keep you updated until it is fully completed. You can expect confirmation within the next 24 hours.

In the meantime, if you need any immediate assistance or have additional questions, please feel free to reach out directly to me at achiengivonne66@gmail.com.

Thank you again for your understanding and for choosing us. We truly value your trust.

Best regards,
Ivonne Sunday Achieng’
Customer Service Representative

2. Call Handling Script (Conflict Resolution)

Scenario: A client calls upset because they were charged twice.

 Script:

• Greeting:
  “Good morning, this is Ivonne from Customer Support. How can I assist you today?”

• Listening & Empathy:
  Client explains frustration.
  “I completely understand how frustrating this must be for you. Let me assure you, I’ll personally look into this and make sure it’s resolved.”

• Action & Assurance:
  “I can see the duplicate charge on your account. I will initiate a refund for the extra transaction right away, and you’ll receive a confirmation email shortly. Refunds typically reflect in your account within 3–5 business days.”

• Follow-Up:
  “I’ll also report this to our billing department to prevent it from happening again. In the meantime, I’ll monitor the refund until it clears, and I’ll send you an update.”

• Closing:
  “Thank you for bringing this to our attention. We truly appreciate your patience and trust.”

3. Process Improvement Suggestion (Internal Collaboration)

Scenario: Clients often complain about delays in response time because requests are sent to the wrong department.

 Documentation for Internal Team:

Observation:
Over the last two weeks, 25% of client inquiries have been delayed because they were misdirected to the wrong department.

Impact:

• Slower response times (average delay of 12 hours).

• Increased frustration for clients.

• Repetitive workload for customer service reps.

Proposed Solution:

• Introduce a simple triage system in the customer service inbox with pre-set categories (e.g., Billing, Registration, Technical Support).

• Create a quick reference guide so reps can direct inquiries accurately the first time.

• Train all new team members on the triage system during onboarding.

Expected Outcome:

• Faster resolution times.

• Higher client satisfaction.

• Reduced repeat inquiries.

My inbox is always open, you can contact me with the contact form here