Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
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Eva Kagwira Mathu

Customer Service Representative
Nairobi

Summary

A customer support specialist with 4+years of experience in the industry especially in emails and live chats. Proficient in Zendesk, Freshdesk, Jira, intercom, Slack, Google meet, Excel, Zoom and most CRM platforms. True team player with excellent interpersonal skills. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with superior knowledge of the customer service industry.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

COMSATS
01.2022 - 12.2024
  • customer support process by using SysAid for ticket management, boosting satisfaction ratings by 27%.
  • Upsold Comcast products and services to 20% of inbound callers, contributing to a 7% increase in quarterly sales.
  • Used Confluence to update and maintain customer service knowledge base, reducing training time for new hires.
  • Implemented a new process for FAQ updates with Document360, reducing basic inquiries by 63%

Customer support agent

Influx Kenya,
01.2021 - 09.2021
  • Influx provides a complete support ops team, available on demand. We answer tickets for you, 24/7, with simple month to month pricing and perfect brand match.
  • I ensured customer satisfaction is met by responding to their problems via emails, live chats, incoming calls as well as collecting feedback.
  • Dealt with third party vendors such as delivery companies and couriers.
  • Responded to customer requests for information about products, services and the firm.
  • Addressed client difficulties such as order delivery delays, continual change in ship dates, reception of incorrect units and ensuring that they are adequately resolved.
  • Patient Going over and above to provide clients with expert assistance and the best product deals.

Education

Diploma - customer service

Nairobi institute of business studies
01.2019 - 1 2020

Certificate - computerized document processing

Nairobi Institute of Business Studies
The Kenyan National Examinations Counsil
01.2017 - 1 2020

Certificate - office procedures

Nairobi Institute of Business Studies
The Kenyan National Examinations Counsil
01.2017 - 1 2019

Certificate - communication skills

Nairobi Institute of Business Studies
The Kenyan National Examinations Counsil
07.2019

Kenya Certificate of Secondary Education -

Miathene Mixed Secondary School
Meru
01.2013 - 1 2016

Kenya Certificate of Primary Education -

Kanjalu Boarding Primary School
Meru
01.2004 - 1 2012

Skills

Active listening skills

Personal Information

  • Citizenship: Kenyan
  • Date of Birth: 07/10/99
  • Gender: Female
  • Marital Status: Single

References

Michael myles (mr)

IT Consultant, Technical Support

Comcast

Cell:(678) 784-2046

Email: tonitania403@gmail.com

Martha wairimu (mrs)

Branch Operations Manager

Influx

Cell:0799820702

Email: martharimu34@gmail.com

Timeline

Customer Service Representative

COMSATS
01.2022 - 12.2024

Customer support agent

Influx Kenya,
01.2021 - 09.2021

Diploma - customer service

Nairobi institute of business studies
01.2019 - 1 2020

Certificate - computerized document processing

Nairobi Institute of Business Studies
01.2017 - 1 2020

Certificate - office procedures

Nairobi Institute of Business Studies
01.2017 - 1 2019

Kenya Certificate of Secondary Education -

Miathene Mixed Secondary School
01.2013 - 1 2016

Kenya Certificate of Primary Education -

Kanjalu Boarding Primary School
01.2004 - 1 2012

Certificate - communication skills

Nairobi Institute of Business Studies

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Eva Kagwira MathuCustomer Service Representative