Faith Mbogo
Nairobi
Summary
Dynamic customer service professional with a proven track record at PT. Nextotp Digital Indonesia, excelling in problem-solving and upselling strategies. Adept at enhancing customer engagement and retention through effective communication and market analysis, consistently achieving high satisfaction levels and driving sales growth.
Overview
7
7
years of professional experience
Work History
Remote Customer Service Representative
PT. Nextotp Digital Indonesia
Nairobi
09.2025 - 01.2026
- Managed customer inquiries through phone, email, and chat support channels.
- Collaborated with sales team to address client issues and improve service delivery.
- Utilized CRM systems to track customer interactions and feedback effectively.
- Provided product information and support to enhance customer satisfaction levels.
- Resolved complex customer complaints by coordinating with internal departments promptly.
- Conducted follow-up communications to ensure resolution of customer concerns.
- Maintained knowledge of industry trends and company offerings for effective assistance.
- Maintained accurate records of all customer interactions using CRM software.
- Identified opportunities to upsell additional items or services to customers.
- Generated monthly sales reports for management review.
- Provided technical support for troubleshooting hardware or software problems.
Customer Care Service Agent
Bangbet
01.2023 - 05.2025
- Respond to high-volume customer inquiries via phone, live chat, and email, maintaining a first-response time within SLA.
- Guide users through platform features, account setup, and payment processes, ensuring seamless user experiences.
- Educate clients on responsible betting and promote bonuses to drive customer engagement and retention.
- Maintain accurate records in the CRM system for follow-ups and resolution tracking.
Telesales Representative
Mombasa Millers
01.2021 - 01.2023
- Contacted clients to promote products, record orders, and provide post-purchase support.
- Monitored stock levels, reported shortages, and coordinated with supply teams for replenishment.
- Identified business growth opportunities by tracking supermarket expansions and closures.
Customer Care & Sales Support
Metro Pharmaceutical Ltd
01.2019 - 01.2021
- Managed in-store product displays and coordinated promotional campaigns to increase sales.
- Conducted outbound calls to market products, process orders, and collect market intelligence.
- Worked closely with marketing teams to execute targeted product launches.
Education
Certificate - Business Management & Administration
Zetech University
Nairobi,Kenya01.2016
Certificate - International Computer Driving License
Nairobi Institute of Business Studies
Nairobi,Kenya01.2014
High School Certificate -
Kambui Girls High School
Nairobi,Kenya01.2013
Skills
- Customer engagement strategies
- Remote communication proficiency
- Problem-solving and conflict resolution
- Task prioritization skills
- Leadership in team settings
- Upselling and negotiation skills
- Market analysis for client retention
- Post-interaction follow-up
Languages
- English, Fluent
- Kiswahili, Fluent
Timeline
Remote Customer Service Representative
PT. Nextotp Digital Indonesia
09.2025 - 01.2026
Customer Care Service Agent
Bangbet
01.2023 - 05.2025
Telesales Representative
Mombasa Millers
01.2021 - 01.2023
Customer Care & Sales Support
Metro Pharmaceutical Ltd
01.2019 - 01.2021
Certificate - Business Management & Administration
Zetech University
Certificate - International Computer Driving License
Nairobi Institute of Business Studies
High School Certificate -
Kambui Girls High School