Mercy Nthemba Mule
Customer Service Representative
Nairobi
Where others see tasks, I see impact - and I deliver it every time.”
Mercy Nthemba
Summary
A Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Focused on enhancing customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Customer Service Representative
Atlas Contact Centers
12.2024 - Current
- Serve as the first point of contact for clients, handling inquiries and policy updates professionally.
- Manage administrative tasks including document filing, email correspondence, and scheduling follow-ups.
- Prepare weekly reports and maintain accurate records in CRM systems.
- Coordinate with sales and claims teams to ensure timely processing and client satisfaction.
- Assist in internal reporting and meeting agenda preparation, supporting key office operations.
- Contributed to a 95% client retention rate by delivering consistent, client centered service.
- NCBA INSURANCE Account
Computer Analyst / IT Support
Keith Fount Solutions Ltd
01.2023 - 12.2023
- Provided IT and admin support, assisting with data entry and record management.
- Diagnosed and resolved user issues, contributing to internal system efficiency.
- Updated software systems and maintained organized digital files.
Restaurant Manager and Sales Executive
Divine Delicacies
01.2021 - 12.2021
- Managed restaurant operations, staff schedules, and sales performance.
- Maintained clean, organized environments while delivering exceptional client service.
- Handled records, inventory, and administrative reports under pressure.
- Fostered teamwork and coordinated daily operations for smooth service delivery.
IT Support Intern
Pace Tech LTD
01.2019 - 12.2020
- Supported system setup, troubleshooting, and technical issue resolution.
- Assisted with filing, client records, and routine administrative tasks.
Education
Diploma - Information Communication Technology
01.2021
Kenya Certificate of Secondary Education - undefined
01.2017
Kenya Certificate of Primary Education - undefined
01.2013
COMPLETED
Skills
Customer service
Accomplishments
- 95% client retention rate at AIG Insurance
- 100% accuracy in billing and CRM record updates
- Managed over 20 new clients monthly in previous roles
- Supported 80% on-time documentation and report delivery
- Contributed to internal office reporting and scheduling with zero errors
References
Available upon request.
Timeline
Diploma in Information Communication Technology
11-2025
Customer Service Representative - Atlas Contact Centers
12.2024 - Current
Computer Analyst / IT Support - Keith Fount Solutions Ltd
01.2023 - 12.2023
Restaurant Manager and Sales Executive - Divine Delicacies
01.2021 - 12.2021
IT Support Intern - Pace Tech LTD
01.2019 - 12.2020
A.I.C SENGANI GIRLS' SCHOOL - Kenya Certificate of Secondary Education,
SPRINGFIELD PREPARATORY SCHOOL - Kenya Certificate of Primary Education,
THE KABETE NATIONAL POLYTECHNIC - Diploma, Information Communication Technology
Languages
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Interests
Customer engagement and service excellence
Sales, marketing, and client relationship building
Communication and interpersonal skills development
Technology and digital tools for business operations
Continuous learning and professional growth
Team collaboration in fast-paced environments
Software
Microsoft Office Suite (Excel, Word, PowerPoint)
CRM & Insurance Management Software (policy tracking, client follow-up)
Customer Support Platforms / Call Center Systems
Quick to learn new software and tools for operations and sales
Affiliations
- Young Christian Students (YCS) – Chairlady of St. Ambrose
- CISCO
Certification
Diploma in Information Communication Technology
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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