Summary
Overview
Work History
Education
Skills
Timeline
Generic

Catherine Muiruri

Customer Service Agent

Summary

Dynamic customer service professional with a proven track record at CCI Kenya, excelling in problem-solving and active listening. Enhanced customer loyalty through empathetic complaint resolution and effective communication. Skilled in data entry and appointment scheduling, consistently improving operational efficiency and client satisfaction.

Overview

5
5
years of professional experience
3
3
Languages

Work History

Customer Service Representative

CCI KENYA
11.2024 - 03.2025
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Operations Manager

JENGA SPARK SOLUTIONS LIMITED
09.2023 - 10.2024
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Facilitated smooth collaboration between departments through clear communication channels.

Virtual Assistant

INVISIBLE TECHNOLOGIES
01.2021 - 12.2021
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Set up virtual Zoom meetings, invited guests and disseminated agendas.
  • Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
  • Conferred with customers by telephone, chat or email to provide information.

Operations Agent

INVISIBLE TECHNOLOGIES
10.2019 - 09.2020
  • Improved operational efficiency by streamlining processes and implementing new strategies.
  • Oversaw daily scheduling for personnel, equipment utilization, and workflow coordination to maximize efficiency without compromising quality or safety standards.
  • Ensured seamless business continuity during periods of transition or change management by proactively addressing potential challenges with contingency plans in place when necessary.
  • Maintained up-to-date knowledge of industry best practices, trends, and technologies by attending relevant conferences and training sessions.
  • Managed vendor relationships effectively, ensuring timely delivery of goods and services while maintaining a focus on cost containment strategies.
  • Implemented cost-saving measures by analyzing expenses, negotiating vendor contracts, and identifying inefficiencies in daily operations.
  • Maintained compliance with industry regulations by conducting regular audits and implementing corrective actions when necessary.
  • Reduced waste and saved resources through effective inventory management and process optimization.

Education

Bachelor of Business Information Technology - Business

Jomo Kenyatta University
Juja, Kiambu District, Kenya
04.2001 -

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Adaptability and flexibility

Time management

Data entry

Appointment scheduling

Timeline

Customer Service Representative

CCI KENYA
11.2024 - 03.2025

Operations Manager

JENGA SPARK SOLUTIONS LIMITED
09.2023 - 10.2024

Virtual Assistant

INVISIBLE TECHNOLOGIES
01.2021 - 12.2021

Operations Agent

INVISIBLE TECHNOLOGIES
10.2019 - 09.2020

Bachelor of Business Information Technology - Business

Jomo Kenyatta University
04.2001 -
Catherine MuiruriCustomer Service Agent