Elizabeth Mbugua
Nairobi,Kenya
Summary
I am a motivated and customer-focused professional with hands-on experience in sales, customer service, administration and hospitality. Adept at up selling, cross-selling, and client engagement through both in- person and digital platforms. I am proficient in CRM systems like Zendesk and Five9, with strong communication and multitasking skills. I am eager to contribute to dynamic customer service and sales teams as well as grow through impactful internship opportunities.
Overview
3
3
years of professional experience
2025
2025
years of post-secondary education
Work History
Sales Representative
Behomes Tech
Dubai , United Arab Emirates
07.2025 - 11.2025
- Managed and tracked leads using the BeHomes CRM platform to ensure timely follow-ups and conversions
- Promoted BeHomes property listings and platform features to prospective clients, driving engagement and sales
- Converted leads into successful transactions while maintaining accurate CRM records and reporting
- Built and nurtured client relationships through data-driven outreach and personalized recommendations
Customer Expert and Operations
Teleperformance Kenya
Nairobi, KE
08.2024 - 02.2025
- Reservation & Hospitality Services: Handled hotel booking and reservation management, responded to customer inquiries regarding room availability, pricing, and policies, assisted guests with modifications and cancellations and provided personalized travel recommendations.
- Customer Service & Communication: Provided professional phone and email assistance, resolved conflicts and handled customer complaints, and ensured high levels of customer satisfaction while enhancing the overall guest experience.
- Sales & Revenue Optimization: Effectively up sold hotel services and packages, cross-sold additional amenities and contributed to consistent revenue growth through strategic booking practices.
- Technical & Multitasking Skills: Demonstrated proficiency in reservation systems (PMS and CRM), maintained accurate data entry and documentation, and managed multiple customer interactions simultaneously with efficiency and attention to detail.
Customer Service Representative
CCI Kenya
Nairobi, Kenya
09.2023 - 03.2024
- Assisted customers with inquiries and resolved issues effectively.
- Processed orders and managed customer accounts using company systems.
- Provided product information to enhance customer understanding and satisfaction.
- Escalated issues to management or higher tier assistance.
Customer Service and Sales Representative
African Cotton Industries
Nairobi, KE
07.2022 - 08.2023
- Developed strong relationships with clients to understand their needs and preferences.
- Presented product information and promotional materials to potential customers effectively.
- Collaborated with team members to enhance sales strategies and improve customer engagement.
Education
Bachelor of Science - Environmental Planning And Management
Kenyatta University
Nairobi, Kenya 08.2019 - 07.2025
Magomano High School
North Kinangop , KenyaSkills
- Customer Service - Highly skilled in delivering exceptional customer service through effective communication, empathy, and problem-solving Experienced in handling customer inquiries, resolving issues efficiently, and maintaining high levels of satisfaction in fast-paced environments Adept at managing service requests, documenting interactions, and collaborating with teams to enhance the overall customer experience Committed to building positive client relationships and ensuring professional, solution-oriented support at all times
- Marketing: Adept at promoting new product lines in retail environments to increase customer awareness and drive sales through in-person and digital engagement and demonstrations while generating creative marketing and promotion ideas
- Upselling and cross-selling: Demonstrated ability in upselling and cross-selling products and services by identifying customer needs and providing tailored recommendations that enhance value and drive revenue
- Zendesk CRM- Proficient in using Zendesk for end-to-end customer support operations, including creating, managing, and resolving tickets to ensure timely issue resolution Skilled in developing and maintaining knowledge base articles and FAQs to enhance customer self-service Experienced in utilizing Zendesk analytics tools to track performance, generate detailed reports, and identify areas for improvement Adept at setting up triggers, macros, and automations to streamline workflows, improve response times, and enhance overall service efficiency
- Five9- Experienced in using Five9 cloud contact center software to manage inbound and outbound calls, monitor agent performance, and generate real-time reports Skilled in utilizing Five9 features such as automatic call distribution (ACD), interactive voice response (IVR), and predictive dialer to improve customer service efficiency and team productivity
- Excellent ICT skills - Good command of Microsoft Office packages (Word, PowerPoint, Access, Excel and Publisher)
- Communication Skills - ability to build and understanding of the team members’ needs and concerns, client enquiries and complaints I am also fluent in English and Swahili
- Planning and management - Refined planning and management skills that enables me to pay attention to details and time, file my schedule, plan for meetings and prepare comprehensive reports
- Empathy- Ability to see from a customer's perspective and understand what they experience when they use my products or services
- Active listening- Listen attentively to a speaker, understand what they're saying, respond and reflect on what's being said, and retain the information for later This makes it easy for me to actively engage in any conversation
- Computer Aided Design- Well vast in CAD software’s (AutoCAD& ArchiCAD)
- Geospatial Information System- capable of using GIS software’s (ArcGIS)
Reference
Please feel free to contact the under mentioned in regard to my discipline, competence and performance.
Mercy Juma
Team Leader, Teleperformance Kenya
Contact - 0741434983
Welsey Karanja
Team Manager, CCI Kenya
Contact - 0703 774770
Samson Oyoo
Environmental Officer, Embakasi
Central
Contact - 072197980
Timeline
Sales Representative
Behomes Tech
07.2025 - 11.2025
Customer Expert and Operations
Teleperformance Kenya
08.2024 - 02.2025
Customer Service Representative
CCI Kenya
09.2023 - 03.2024
Customer Service and Sales Representative
African Cotton Industries
07.2022 - 08.2023
Bachelor of Science - Environmental Planning And Management
Kenyatta University
08.2019 - 07.2025
Magomano High School