MERCY CHEPKEMOI
Nairobi
Summary
Customer service and operations support professional with over two years of experience handling highvolume consumer interactions, query and dispute resolution, and accurate data processing within regulated environments. Demonstrated ability to manage incoming calls, walk-in customers, and digital inquiries while ensuring compliance with policies, procedures, and regulatory standards. Strong communicator with proven analytical skills, capable of working independently, prioritizing tasks, and delivering quality service in hybrid and fast-paced operational settings.
Overview
2
2
years of professional experience
Work History
Project Coordinator
Daima Associates Limited & MEDA - LEGEND Project
09.2024 - 12.2024
- Managed direct engagement with 54 SME clients across 11 counties through phone, email, and virtual platforms
- Logged, tracked, and resolved client queries while ensuring accurate record keeping
- Maintained updated client databases and contact lists to support effective communication
- Led data capture, validation, and reporting activities in line with donor and organizational standards
- Prepared daily, weekly, and periodic reports summarizing client interactions and project statistics
- Coordinated multiple workstreams, adjusted priorities as deadlines shifted, and met strict timelines
- Worked independently while liaising with consultants, clients, and internal teams to resolve operational issues
Sales - Client Product Advisor
NCBA Bank
Nakuru
06.2023 - 06.2024
- Handled high volumes of incoming customer calls, walk-in inquiries, and email requests in a regulated banking environment
- Accurately processed customer requests and captured consumer information into core banking and CRM systems
- Investigated and resolved customer queries and complaints within agreed Service Level Agreements (SLAs)
- Provided timely feedback to customers through telephone, email, and in-person communication
- Maintained and updated customer contact records to ensure data accuracy and completeness
- Educated customers on banking products, account usage, and dispute resolution processes in line with regulatory requirements
- Ensured strict compliance with KYC standards, internal policies, and industry regulations
- Maintained accurate documentation of all customer interactions and resolutions
- Monitored call quality and service standards to ensure a consistently high customer experience
- Prioritized customer requests and managed multiple tasks simultaneously under pressure
- Worked independently with minimal supervision while meeting daily operational targets
- Acted as a liaison between customers and internal departments to resolve complex issues efficiently
Research Assistant
Daima Associates Limited & Colleges and Institutes Canada (CICAN)
01.2023 - 04.2023
- Conducted structured data collection and documentation across 10 national institutions
- Supported stakeholder engagement and acted as a liaison between multiple partners
- Assisted in data analysis, reporting, and maintenance of accurate research records
- Ensured adherence to research protocols, quality standards, and reporting requirements
Education
Bachelor of Applied Communication - Corporate Communications
Multimedia University of Kenya
Skills
- Customer Service Operations
- Inbound Call Handling
- Walk-In Customer Support
- Consumer Query and Dispute Resolution
- Consumer Education and Guidance
- Data Capture and Record Keeping
- CRM Systems
- MS Office Suite
- Daily Query Logs and Reporting
- Service Level Agreement (SLA) Management
- Turnaround Time (TAT) Compliance
- Quality Assurance
References
Available upon request
Additional Qualifications
- Strong understanding of office equipment and digital systems.
- Ability to work effectively in hybrid environments (virtual and in-person).
- High attention to detail and accuracy in data processing.
- Ability to plan and reprioritize work when deadlines change.
- Proven capacity to resolve consumer issues by coordinating with multiple stakeholders.
- Self-driven and capable of creating daily work plans with minimal supervision.
Languages
English
Proficient
C2
Swahili
Proficient
C2
Timeline
Project Coordinator
Daima Associates Limited & MEDA - LEGEND Project
09.2024 - 12.2024
Sales - Client Product Advisor
NCBA Bank
06.2023 - 06.2024
Research Assistant
Daima Associates Limited & Colleges and Institutes Canada (CICAN)
01.2023 - 04.2023
Bachelor of Applied Communication - Corporate Communications
Multimedia University of Kenya