Violet B.

Customer Success Specialist

24 Hours Goup • Full-time

Sep 2024 - Mar 2026 • 1 yr 6 mos

Delivered technical customer support for a nationwide roadside assistance platform, managing high-stress emergency interactions while coordinating real-time service delivery across integrated dispatch and CRM systems. Handled multi-channel support via phone, email, and live chat using Zendesk, Tow Book, TOPS, and Tracker Management. Managed complex escalations involving vehicle breakdowns and emergencies, leveraging GPS tracking to optimize driver routing and deliver accurate ETAs. Maintained real-time data accuracy across multiple platforms, partnered with dispatch and tow operators for efficient vehicle recovery, and turned high-pressure situations into positive customer experiences that drove retention and satisfaction.

Customer Service Representative

Metro By T-Mobile • Full-time

Jan 2021 - Jun 2024 • 3 yrs 5 mos

Managed high volumes of inbound customer calls delivering top-tier service across inquiries, technical issues, and product recommendations. Consistently adhered to quality standards and call scripts while applying strong time management to meet demanding performance benchmarks. Achieved a 20% overachievement of monthly sales targets through effective product knowledge and tailored customer recommendations. Demonstrated exceptional adaptability to rapidly evolving technology and software, seamlessly integrating new tools into daily operations. Maintained outstanding customer satisfaction levels through prompt, knowledgeable, and solutions-focused support across every interaction.

Assistant Project Manager

Konrad Adenauer Stiftung • Full-time

Mar 2019 - Dec 2021 • 2 yrs 9 mos

Coordinated and monitored multiple projects across defined budgets and timelines, leading planning, evaluation, and performance tracking from initiation through delivery. Participated in the bidding process and liaised with donors and key stakeholders to develop comprehensive project plans and scopes of work. Spearheaded a large-scale water management initiative across the West Pokot and Samburu regions, resulting in a 30% improvement in clean water accessibility and measurable gains in agricultural output. Delivered detailed progress reports to senior leadership, providing clear insights into project advancement, key achievements, and operational challenges.