EVA WANJA MUKURIA
Customer Service Representative
Kiambu
Summary
Customer-focused professional with over 8 years in customer service and client relationship management. Experienced in financial-services and humanitarian environments, with strong organizational, problem-solving, administrative, and interpersonal skills. Skilled in resolving inquiries, enhancing customer retention, and processing transactions while maintaining strong client relationships. Communicates effectively with diverse stakeholders, ensuring professionalism and confidentiality. Seeking a Customer relationship officer role to leverage expertise in delivering responsive and empathetic customer support.
Overview
9
9
years of professional experience
Work History
COUNTY FINANCE ASSISTANT
Kenya Red Cross Society
09.2024 - Current
- Perform monthly, quarterly, and annual bank reconciliations and prepare reports for relevant stakeholders.
- Process supplier invoices and support timely payment of goods and services received.
- Handle branch financial transactions, claims, advances, utility payments, and related documentation.
- Support branch operations by coordinating financial, administrative, procurement, and customer-related processes.
- Process sales invoices for customers for services offered and goods sold, ensuring accuracy and timely documentation.
- Support branch income-generating activities and contribute to annual planning and budgeting.
- Maintain and manage branch assets and related records.
- Follow up on outstanding audit issues and coordinate with relevant parties to support timely resolution.
- Work with internal and external stakeholders to ensure smooth delivery of branch operations and services.
COUNTY BRANCH ADMINISTRATOR
Kenya Red Cross Society
04.2023 - 08.2024
- Responded to urgent situations and served as an emergency contact for reported incidents, demonstrating calm communication and effective coordination under pressure.
- Served as a key contact for handling customer, member, volunteer, and stakeholder inquiries and complaints, ensuring appropriate follow-up and resolution.
- Enhanced member recruitment and retention through strategic communication, engagement, and streamlined service delivery.
- Planned and coordinated reports for branch activities, encompassing volunteer programs, trainings, and community initiatives to ensure transparency and accountability.
- Managed the receipt and distribution of donations to designated beneficiaries while maintaining accurate records.
- Supported marketing and sales of Kenya Red Cross merchandise to volunteers and other customers.
- Coordinated office logistics, managed courier services, and oversaw asset management to maintain operational efficiency.
- Worked closely with the County Coordinator and other team members to ensure smooth day-to-day branch operations.
RELATIONSHIP OFFICER
Letshego Kenya Limited
09.2021 - 08.2022
- Acted as the key point of contact for a portfolio of 200+ clients, providing responsive support across various financial products and services.
- Built and maintained client relationships, enhancing customer retention and satisfaction while contributing to business growth.
- Supported customer acquisition, onboarding, and portfolio growth through relationship management and service excellence.
- Supported customer acquisition and onboarding, driving portfolio growth through effective relationship management.
- Collaborated with the Relationship Manager and internal teams to ensure high-quality service delivery.
- Processed quality loan applications while ensuring compliance with company policies and procedures.
- Collaborated with Relationship Manager and internal teams to deliver high-quality service, ensuring client needs were met.
CUSTOMER EXPERIENCE OFFICER
Letshego Kenya Limited
12.2017 - 09.2021
- Provided frontline customer support by responding to customer inquiries, concerns, and complaints.
- Explained company products and services to customers and provided guidance based on their needs.
- Assisted customers with loan applications, affordability assessments, and customer creation within the company system.
- Facilitated customers' loan applications, affordability assessments, and account creation within company system.
- Guided customers through application and service processes, ensuring accuracy and timeliness of assistance.
- Collaborated with Relationship Officers, Sales Agents, and Branch Management to effectively resolve customer issues.
- Handled inbound and outbound telephone communication professionally and efficiently.
- Coordinated daily office communications to ensure smooth operations., filing, stationery, petty cash, and branch assets.
Education
Bachelor of Commerce - Finance Major
Jomo Kenyatta University of Agriculture and Technology
01-2016
Kenya Certificate of Secondary Education (KCSE) - undefined
Anestar Precious Girls High School
01-2012
Skills
Customer Onboarding & Support
Email & Telephone Communication
Customer relationship management (CRM)
CRM software proficiency
Data Entry & Record Management
Call center experience
Complaint Resolution
Active listening
Timeline
COUNTY FINANCE ASSISTANT
Kenya Red Cross Society
09.2024 - Current
COUNTY BRANCH ADMINISTRATOR
Kenya Red Cross Society
04.2023 - 08.2024
RELATIONSHIP OFFICER
Letshego Kenya Limited
09.2021 - 08.2022
CUSTOMER EXPERIENCE OFFICER
Letshego Kenya Limited
12.2017 - 09.2021
Kenya Certificate of Secondary Education (KCSE) - undefined
Anestar Precious Girls High School
Bachelor of Commerce - Finance Major
Jomo Kenyatta University of Agriculture and Technology