Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Paulette Akinyi Onyango

Summary

As a seasoned Customer Representative III, I bring over six years of dedicated experience from my tenure at LUMEN. My proficiency in Salesforce, Power BI, Case Management and SWIFT is complemented by my extensive knowledge in sales, customer relationship management (CRM), and project management to drive success within your team. My commitment to delivering outstanding customer service and my flair for innovative problem-solving are the cornerstones of my professional approach.

Customer-focused and detail-oriented professional with experience delivering high-quality service in fast-paced, team-driven environments. Skilled in handling inbound calls and chats using different systems, and proficient in navigating multiple systems and Microsoft Office applications to support U.S.-based clients. Demonstrates a strong commitment to confidentiality and regulatory compliance, with a proven ability to adapt to remote, in-office, or hybrid work settings. Dedicated to continuous learning and staying current with financial industry regulations. Flexible to work late afternoon and evening shifts to align with U.S. business hours.

Overview

6
6
years of professional experience

Work History

Order Entry Representative II

LUMEN
05.2022 - 11.2024
  • Proved successful working within tight deadlines and fast paced atmosphere.
  • Deliver services to customer location effectively and on a specific time-frame.
  • Use critical thinking to break down problems, evaluate solutions and make decisions where necessary.
  • Increase customer satisfaction by resolving issues and find better ways to help them.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Coordinating with other departments such as Sales and SE to ensure the orders are timely and accurate order fulfillment.

Sales Support Associate I

LUMEN
03.2022 - 05.2022
  • Perform administrative changes to internal quoting systems and assist Sales Team in preparing quotes for bids.
  • Manage and track quotes and orders in Salesforce and other CRM tools.
  • Administrative tasks involve Salesforce management, assisting with meeting Sales Exit Criteria, and managing large data sets for customer quoting/ordering.
  • Expedite sales process by facilitating requests with appropriate internal groups, coordination, completion, and ensuring timely responses.
  • Will provide direct sales support by utilizing variety of organization and project management skills.
  • Working on projects with assigned Customers, Account directors and Sales Engineer to come up with the best product for the customer's company.

Sales Processing Specialist

LUMEN
09.2020 - 03.2022
  • Gathering all the required data to create a complete quote for the customer
  • Quote across all products using various quoting tools including IFO and Sales Force (Scenario manager) to ensure completed per product specifications
  • Order submission by determining the correct order provisioning systems like EON, Pipeline and SWIFT
  • Customer Engagement by speaking directly to the primary point of contact for the order creation and submission to capture, verify and validate the order.
  • Work in Progress by managing WIP from the power BI, Ensuring progress is maintained within the relevant system

Logistics Control Intern

ASOS
06.2020 - 09.2020
  • Inspecting Fashion items for quality control before packing them into boxes and bags.
  • Folding and organizing clothing items into the appropriate packing, following the companies guidelines and the customers order.
  • Keeping track on the inventory levels and communicate to supervisors if the supplies and materials are getting low.
  • Learnt how to use Material handling devices.
  • Created and managed job shifts in my team
  • Drafted and maintained quality control documents such as inspection reports, control plans, and test plans

Customer Service Representative

Transcosmos INC
02.2019 - 01.2020
  • Handle inbound and outbound chats and calls inquires from the customer.
  • Process travel reservations, cancellation and amendments on the customer bookings.
  • Efficiently answering and resolving customers queries with professionalism.
  • Organize special assistance for passengers with reduces mobility.
  • Assisted customers with reservations, ticketing, and boarding, resulting in reduction in customer wait times.
  • Collaborated with other departments to ensure customer issues are resolved in a timely manner

Education

Bachelor - International Business Management

WSB Merito Poznań University
06.2020

Diploma - Human Resource Management

Zetech University
11.2016

End User Professional - undefined

Zetech University
11.2014

Skills

  • Critical thinking and problem solving
  • Ability to Work in a Team
  • Communication Skills
  • Friendliness
  • Sales
  • SalesforceCom
  • Power BI
  • Customer Relationship Management
  • Networking Skills
  • Knowledge of Direct Selling
  • Sales Processes
  • Big Data
  • Project Management
  • Customer Service
  • Swift (Programming Language)
  • Microsoft Office
  • Knowledge of Packaging and Processing
  • Stock Control
  • Quality Control
  • Service Industries
  • Coordination Skills
  • Hard Work and Dedication
  • Interpersonal Skills
  • Passionate
  • Success Driven Person
  • Team Working

Languages

Polish
English

Timeline

Order Entry Representative II

LUMEN
05.2022 - 11.2024

Sales Support Associate I

LUMEN
03.2022 - 05.2022

Sales Processing Specialist

LUMEN
09.2020 - 03.2022

Logistics Control Intern

ASOS
06.2020 - 09.2020

Customer Service Representative

Transcosmos INC
02.2019 - 01.2020

Diploma - Human Resource Management

Zetech University

End User Professional - undefined

Zetech University

Bachelor - International Business Management

WSB Merito Poznań University

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Paulette Akinyi Onyango