Learning new technologies and support tools.
Hi, I’m
AGNES NDANU MURAMBI
Customer Support Professional
Nairobi,Kenya
You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett
Summary
Client-focused Customer Service & Administrative Professional with strong experience in inbound/outbound call handling, billing inquiries, payment processing, CRM data management, and customer retention. Adept at resolving customer issues, escalating technical problems, maintaining accurate records, and meeting call quality and productivity KPIs. Known for empathy, excellent communication, and delivering solutions that improve client satisfaction and support business growth. Technically adaptable and ready to master tools, systems, and processes.
Overview
12
years of professional experience
Work History
Carlcare Service LimitedNairobi
Client Support & Hotline Representative
04.2016 - Current
Job overview
- Managed 80-120 inbound and outbound calls daily, consistently meeting call quality and productivity KPIs.
- Delivered empathetic, solutions-oriented support while addressing product issues, billing questions, and general inquiries.
- Handled billing support by updating payment entries, clarifying charges, verifying account balances, and assisting customers with overdue payments.
- Achieved 90%+ first-call resolution by effectively troubleshooting and guiding customers through solutions.
- Logged, tracked, and followed up on customer requests, maintaining 98% record accuracy in CRM systems.
- Supported cross-functional teams through timely escalation of complex issues, reducing unresolved cases by 25%.
- Prepared daily and monthly payment and service reports, contributing to a 20% improvement in operational visibility.
- Applied retention strategies on cancellation or complaint calls, successfully retaining 40% of at-risk clients.
- Strengthened customer relationships through empathy, clarity, and reliable follow-through, contributing to improved client satisfaction scores.
Barclays Bank (Absa)
Sales Executive
01.2015 - 03.2016
Job overview
- Provided personalized financial guidance and product information to customers while maintaining a high service standard.
- Built and maintained strong client relationships, improving repeat engagement and customer trust.
- Identified customer needs and matched them with appropriate solutions, contributing to monthly sales targets.
- Prepared and analyzed service and sales reports with high accuracy to guide management decision-making.
- Supported customer inquiries and resolved account or service questions promptly, strengthening customer retention.
Sophytech Systems Limited
Customer Service Representative
01.2014 - 11.2014
Job overview
- Served as first point of contact for customer inquiries, complaints, order processing, and product information.
- Logged customer issues, updated records, and ensured timely follow-up to maintain high service satisfaction.
- Processed invoices, managed purchase orders, and assisted customers with billing and delivery updates.
- Coordinated with technical teams to resolve escalated issues and ensured customers received timely solutions.
- Supported administrative tasks including filing, documentation, and report preparation.
Education
Kenya Institute of Management
Diploma from Business Management
01.2016
Arkanet Computer College
Computer Certificate
01.2014
Skills
- Customer Support (Phone, Email, Chat)
- Billing Support
- Collections & Payment Tracking
- Retention & Cancellation Handling Strategies
- CRM Tools
- Ticket Logging
- SOP Compliance
- Call Handling KPIs
- Problem-Solving
- Issue Escalation
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Record Accuracy
- Documentation
- Conflict Resolution
- Empathy
- Remote-Work Readiness
- Time Management
Timeline
Client Support & Hotline Representative
Carlcare Service Limited
04.2016 - Current
Sales Executive
Barclays Bank (Absa)
01.2015 - 03.2016
Customer Service Representative
Sophytech Systems Limited
01.2014 - 11.2014
Kenya Institute of Management
Diploma from Business Management
Arkanet Computer College
Computer Certificate
Certification
- Diploma in Business Management- Attained Credit score.
- Certificate of completion- Customer Service given at carlcare in 2016
Accomplishments
- Achieved 90%+first call resolution by troubleshooting and guiding clients through solutions.
- Documented, tracked and followed up client requests maintaining 98% accuracy in crm systems.
- Collaborated with team of 10 members in the improvement of our customer satisfaction which contributed positively to our customer satisfaction scores.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of four staff members.
- Identified customer needs and matched them with appropriate solutions leading to growth of monthly sales.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Generation Kenya Alumni
Work Preference
Work Type
Contract WorkGig WorkLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPaid sick leaveTeam Building / Company RetreatsPersonal development programsWork from home optionHealthcare benefits401k matchInterests
Improving communication and conflict resolution skills.
Personal development and personal growth.
Networking and learning from other customer support professionals.
Customer service and helping people solve problems.
Software
Microsoft word,Microsoft Excel, Zendesk,Slack,Fresdhdesk,Ticket Logging &Follow ups, Email &Live Chat