Christine Muragu
Summary
Compassionate Psychological Counselor with extensive knowledge of counseling principles and practices. Adept at creating individualized treatment plans and leading group therapy sessions. Committed to creating safe, supportive environment for all participants.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional with extensive experience in Telecommunications industry.
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Safaricom PLC
09.2017 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Church Secretary
Bride Of Christ Church Ministries Int'
01.2015 - 08.2017
- Maintained church calendar by collecting information about upcoming events and reserving appropriate spaces for regular meetings and special activities.
- Created and updated membership rosters, church documents and basic reports.
- Handled church correspondence, member database and building scheduling.
- Greeted visitors, callers and members of congregation courteously and promptly
- Published, printed and mailed informative, prayerful newsletters to church members and leadership team.
- Directed administrative and secretarial support for pastors, program directors and volunteers at church.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Volunteered to help with special projects of varying degrees of complexity.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Assisted coworkers and staff members with special tasks on daily basis.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Counselor
International Professional Counselling Centre (IPCC)
01.2014 - 12.2014
- Maintained confidentiality of records relating to clients' treatment.
- Guided clients in developing skills and strategies for dealing with problems.
- Offered guidance and advice to help cultivate self-esteem and community involvement.
- Implemented and developed core counseling programs to meet each individual's specific and varying needs.
- Engaged clients in conversation to determine feelings and apprehensions.
- Developed individualized counseling plans for clients to incorporate short-term and long-term goals.
- Facilitated weekly group sessions to encourage self-reflection and problem-solving.
- Conducted evaluations to help patients develop measurable treatment goals.
- Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.
- Acted as client advocate to coordinate required services or resolve emergency problems in crisis situations.
- Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits.
- Conducted assessments to determine progress and performance and report findings to relevant authorities.
- Developed and expanded referral system of service providers to assist clients in attaining services.
- Supported individuals dealing with mental health and emotional issues.
- Listened to clients' concerns and provided encouragement and support.
- Assisted clients in exploring feelings and understanding behaviors.
- Adapted counseling techniques to best suit individual needs of each client.
- Provided education on mental health topics and resources to clients.
- Collaborated with other professionals to coordinate comprehensive care for clients.
- Assessed clients' needs to provide appropriate therapeutic interventions.
- Provided emergency response in crisis situations to diffuse tensions and prevent violence.
- Facilitated group counseling sessions to support and encourage client growth.
Addiction Counselor
Asumbi Rehabilitaion Centre
08.2013 - 12.2013
- Led individual and group counseling sessions to meet variety of therapeutic needs for recovering individuals.
- Developed patient care plans and documented progress toward goals.
- Developed professional relationships with referring agencies to improve communication related to intakes and to increase business for facility.
- Offered professional, respectful therapy to addicted individuals in Asumbi Rehabilitation and treatment facility.
- Coordinated referrals for addiction services based on individual client needs and preferences.
- Provided counseling and support to clients with drug and alcohol abuse issues.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Developed individual treatment goals based on history and diagnosis.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Office Administrator
Africa Nazarene University
09.2011 - 07.2013
- Organized, facilitated and participated in community service efforts.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Master of Arts - Biblical Studies
Empowerment Theological Institute Bible Seminary
USA (Online)10.2019
Bachelor of Arts - Counselling And Psychology
Africa Nazarene University
Nairobi Kenya10.2014
High School Diploma -
Ng'araria Girls Secondary School
Kandara, Kenya11.2007
Skills
- Data Entry
- Customer Service
- First Call Resolution
- Customer Relationship Management
- Documentation and Reporting
- Customer Relations
- Inbound Customer Service
- Problem Resolution
- Conflict Mediation
- Product Education
- Online Chat
- Outbound Collection Calling
- Customer Database Management
- Client Meetings
- Individual and Group Counseling
- Addiction Counseling
- Parenting Skills Educator
- Mental Health Support
- Therapy and Counseling
- Alcohol and Substance Abuse
- Individual Counseling
- Psychology
Languages
Kikuyu
Native language
English
Proficient
C2
Swahili
Proficient
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Care Representative
Safaricom PLC
09.2017 - Current
Church Secretary
Bride Of Christ Church Ministries Int'
01.2015 - 08.2017
Counselor
International Professional Counselling Centre (IPCC)
01.2014 - 12.2014
Addiction Counselor
Asumbi Rehabilitaion Centre
08.2013 - 12.2013
Office Administrator
Africa Nazarene University
09.2011 - 07.2013
Master of Arts - Biblical Studies
Empowerment Theological Institute Bible Seminary
Bachelor of Arts - Counselling And Psychology
Africa Nazarene University
High School Diploma -
Ng'araria Girls Secondary School
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