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 -
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