AGNES KATUI MAITHYA
Customer Service Executive
Eldoret
Summary
Am a highly motivated and results-oriented professional with a proven ability to engage and support diverse individuals and communities. My experience in project coordination, stakeholder engagement, and providing direct customer support to businesses has honed exceptional communication, problem-solving, and interpersonal skills crucial for fostering positive customer experiences. I am passionate about understanding and addressing individual needs, ensuring efficient operations, and building strong, lasting relationships. I am eager to bring my dedication and adaptability to CSIA Enterprise as a Remote Customer Support, contributing to a team renowned for its customer-centric approach and commitment to excellence.
Innovative entrepreneur with strong track record in launching and scaling successful ventures. Skilled in strategic planning, business development, and financial management, with focus on driving growth and operational efficiency. Known for fostering collaborative environments, adapting to changing market conditions, and delivering measurable results. Highly reliable and adept at aligning team efforts with organizational goals to achieve significant impact.
Overview
6
6
years of professional experience
8
8
Certifications
2
2
Languages
Work History
Co-Founder & Sustainability Advocate
White Feather Cleaning Expert
Eldoret, Uasin Gishu
11.2023 - 06.2025
- Managed at least 5 client interactions per day, ensuring exceptional service delivery and building strong, lasting customer relationships.
- Led community awareness campaigns, effectively communicating the benefits of sustainable practices and addressing community inquiries and concerns.
- Developed and maintained partnerships with local enterprises, serving as a key point of contact and ensuring mutual satisfaction.
- Grew the customer base through targeted outreach and networking events.
- Streamlined operational processes for improved efficiency and cost reduction.
- Established foundational processes for business operations.
- Developed marketing materials and campaigns to boost brand awareness and customer engagement.
Call Center Associate (Remote)
Copia Global
Nairobi, Nairobi Province
03.2023 - 08.2023
- Handled customer inquiries through SMS, Emails and digital platforms, ensuring prompt and helpful responses.
- Managed at least 120 calls and 20 Emails and SMS per day.
- Accurately logged service requests and recurring issues to support operational improvements.
- Educated rural clients on product options, ordering processes, and delivery timelines.
- Escalated technical problems and complex complaints to relevant internal teams for resolution.
- Gathered customer feedback to evaluate satisfaction levels and enhance service quality.
- Attended regular virtual training sessions to stay informed on product updates, company policies, and service protocols.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services, and company information.
- Increased customer satisfaction ratings by 20% by quickly and accurately solving problems.
- Reached out proactively to dissatisfied customers as part of a retention effort.
- Maintained a thorough understanding of company policies, procedures, and service offerings through ongoing training initiatives.
Customer Growth & Engagement Representative
Wasoko Limited
06.2021 - 06.2023
- Provided direct administrative and technical support to a portfolio of small business owners, resolving their issues and ensuring their seamless experience with Wasoko's services.
- Conducted outreach activities, engaging directly with community members to understand their business needs and providing tailored support and information.
- Conducted market research to identify challenges faced by entrepreneurs, directly interacting with business owners to gather insights and feedback.
- Contributed to the development of strategies to improve customer engagement and support, based on direct interactions and feedback from the community.
Environmental Intern
Kenya Forestry Research Institute (Dryland Eco-Region Research Program)
Kitui, Kitui District
05.2019 - 07.2019
- Organized and facilitated community training sessions on sustainable livelihoods, directly engaging with participants and addressing their questions and concerns.
- Supported project monitoring and evaluation by directly interacting with community members to gather data on project impact and outcomes.
- Coordinated communication and engagement with various stakeholders, ensuring their understanding and support for environmental conservation initiatives.
Education
Bachelor of Science - Natural Resource Management
University of Eldoret
Eldoret08.2021
Skills
- Exceptional Interpersonal & Communication Skills: Demonstrated ability to build rapport, actively listen, and communicate and write clearly and effectively in both English and Swahili with individuals from diverse backgrounds
- Customer-Focused Problem Solving: Proven ability to identify customer needs, analyze situations, and implement effective solutions to ensure satisfaction and loyalty
- Effective Stakeholder & Relationship Management: Skilled in building and maintaining positive relationships with various stakeholders, fostering trust and collaboration to achieve common goals
- Organized & Detail-Oriented: Proven ability to manage multiple tasks efficiently, prioritize effectively, and maintain accurate records, ensuring smooth operational flow
- Adaptability & Proactive Approach: Thrives in dynamic environments, readily embracing new challenges and proactively seeking opportunities to improve processes and outcomes
- Effective problem resolution
- Informed decision-making
- Data-driven decision making
- Strategic partnership building
Accomplishments
- Enhanced Customer Engagement: Successfully mobilized and coordinated community outreach programs, directly interacting with and addressing the needs of numerous individuals, fostering a sense of trust and empowerment.
- Improved Business Support & Satisfaction: Provided direct administrative and technical support to small business owners, effectively resolving their queries and contributing to their operational efficiency and growth.
- Facilitated Positive Stakeholder Interactions: Spearheaded stakeholder engagement initiatives, fostering open communication and collaboration between local businesses and government programs, leading to more effective partnerships.
- Contributed to Efficient Operations: Developed clear and concise reports and proposals, ensuring accurate documentation and contributing to the successful acquisition of funding for community-led projects.
- Empowered Youth through Guidance: Led a youth-driven economic empowerment initiative, directly training young individuals on resource management and sustainability, equipping them with valuable skills for their future endeavors.
Certification
Environmental Impact Assessment & Audit – University of Eldoret (2021-10)
Timeline
Co-Founder & Sustainability Advocate
White Feather Cleaning Expert
11.2023 - 06.2025
Call Center Associate (Remote)
Copia Global
03.2023 - 08.2023
Customer Growth & Engagement Representative
Wasoko Limited
06.2021 - 06.2023
Environmental Intern
Kenya Forestry Research Institute (Dryland Eco-Region Research Program)
05.2019 - 07.2019
Bachelor of Science - Natural Resource Management
University of Eldoret
References
Available upon request