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Customer Support & Communication Specialist with diverse experience in healthcare, client relations, and social media management
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Competencies
Experienced in handling customer inquiries via calls, emails, and in-app messages with a focus on resolution and satisfaction.
Skilled in managing internal and external communications, developing social media campaigns, and ensuring consistent branding.
Proficient in applying de-escalation and trauma-informed approaches to support clients in distress.
Competent in using Odoo, Zendesk, Microsoft Office, Slack, and Beehive for various support and communication tasks.
Education
Languages
Summary
Dedicated professional with experience in healthcare support, client relations, and social media management. Skilled in de-escalation, communication strategies, and software tools to enhance organizational engagement and client satisfaction.
Key Achievements
- Implemented trauma-informed support strategies, enhancing client emotional stability and safety.
- Managed high-volume customer inquiries across multiple platforms, ensuring timely resolutions and high satisfaction.
- Led social media campaigns to increase engagement and visibility for organizational initiatives.
- Streamlined communication processes, aligning internal and external messaging to organizational goals.
- Developed risk-minimization strategies to support clients showing early signs of distress in healthcare settings.
Experience
Support Worker
Apply de-escalation and risk-minimisation strategies to support clients showing early signs of distress, ensuring safety and emotional stability.. Use trauma-informed, recovery-oriented approaches to promote autonomy, emotional regulation, and psychological safety, including grounding and sensory modulation techniques.. Facilitate engagement in structured psycho-social routines, encouraging executive functioning, routine adherence, and therapeutic participation.. Support clients during community engagement, managing anxiety, disorientation, or behavioural challenges in public settings.. Collaborate with multidisciplinary teams to develop and review safety plans, ensuring coordinated and holistic support.. Provide person-centred daily living assistance, including personal care, mobility support, and safe use of manual handling equipment.. Implement individualised care plans, offering medication prompts, emotional support, and empowerment-focused guidance.. Maintain accurate documentation and case notes, ensuring continuity of care and effective communication during handovers.. Build and maintain trusting, culturally sensitive relationships with clients and their families, fostering safety, dignity, and self-determination.. Ensure clients can participate in daily life by assisting with transport to appointments, social activities, and community programs.. Foster a positive, inclusive, and empowering environment that promotes independence, resilience, and self-esteem for women and vulnerable individuals.
Customer Support Executive
Serving as the main point of contact in all matters related to client concerns and needs.. Handling inquiries and requests from customers and addressing their needs.. Scheduling technical team visits based on client needs.. Building and strengthening client relationships to achieve long-term partnerships.. Maintaining and updating accurate client records, keeping track of any contract updates, service contracts, and renewals.. Staying on top of accounts, ensuring they receive services that are within their budget and meet their needs.. Proactively identifying the root cause of clients’ complaints and resolving them in collaboration with involved departments to reduce repeat complaints.. Identifying service gaps and advising the client and management accordingly with resolutions.. Offering support to the collections team regarding client accounts and all outstanding bills.
Communication Specialist
Managed internal and external communications to align with organizational goals.. Develop and manage social media campaigns to boost engagement and visibility. Ensure consistent branding across all platforms through interactive content.. Planned and coordinated communication strategies for events and campaigns.. Create and distribute press releases, website materials, and marketing content to ensure clear communication.. Organized press conferences and stakeholder engagement sessions on advocacy and women & youth empowerment.. Track and analyze communication metrics to assess campaign effectiveness. Prepare reports to refine strategies and improve future outcome.. Collaborate with teams to ensure the site remains engaging and relevant.. Write testimonials to showcase the organization’s impact. Create narratives that inspire and connect with stakeholders.
Customer Support Representative
Handled high volumes of customer enquiries daily via calls, emails, and in-app messages, achieving timely and effective resolutions.. Supported multiple Bolt markets, including UK operations, by verifying driver documents, dispatching drivers, and resolving compliance and ride-related issues.. Improved customer satisfaction by consistently reducing complaint resolution times and providing clear, empathetic communication.. Trained new employees on customer support systems and service standards.. Maintained accurate records of interactions and upheld strict customer data confidentiality.. Consistently met and exceeded KPIs, including response time, resolution rates, and service quality benchmarks in a fast-paced environment.. Generating sales leads.. Data entry and analysis.