Mugao Muthoni Vivian

Results-driven customer experience and sales specialist with a strong background in customer retention, telesales, and operational support. Proven ability to analyze customer feedback, develop effective retention strategies, and consistently drive revenue growth in fast-paced environments. Skilled in live chat, email support, CRM systems (Zoho, Zendesk), and utilizing data-driven decision-making to achieve optimal results. Proactive problem solver with excellent communication and leadership skills, dedicated to delivering seamless customer experiences and optimizing sales performance.

• Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
• Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
• Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
• Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
• Customer Relations - Earned highest marks for customer satisfaction, company-wide.
• Resolved product issue through consumer testing.
• Used Microsoft Excel to develop inventory tracking spreadsheets.
• Collaborated with team of 13 people in the development of our trade in pilot program.