Sophia Sandra Mueni
Nairobi,Kenya
Summary
I am a motivated and detail-oriented Customer Service Representative with over 3 years' experience in call center operations and customer engagement. Skilled in handling client inquiries, resolving complaints, and building positive customer relationships. Proven ability to work effectively in fast-paced environments and maintain a high level of professionalism and accuracy. Possesses strong communication, interpersonal, and problem-solving skills with a passion for delivering exceptional customer experiences.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Call Center Operations Agent
4G Capital
Nairobi
2022.09 - 2025.01
- Manage inbound and outbound customer calls, ensuring prompt and professional service.
- Verify and follow up on new, existing, and dormant customer accounts.
- Maintain accurate records and provide timely feedback to support customer retention.
- Collaborate with team members to achieve daily performance targets.
Kitchen Team Member
Interstat Limited
Nairobi
2019.06 - 2022.04
- Supported team operations by ensuring timely preparation and presentation of food items.
- Maintained hygiene and safety standards in compliance with company policies.
- Developed strong teamwork and multitasking skills in a high-volume environment.
Commis 1 Chef
Beirut Restaurant
Nairobi
2018.11 - 2019.02
- Assisted in food preparation and presentation to maintain high-quality service standards.
- Ensured efficient kitchen operations and adherence to recipes and food safety protocols.
Waitress
Finesse Restaurant
Gateway Mall
2018.06 - 2018.07
- Delivered excellent customer service through courteous and attentive interactions.
- Managed customer orders, billing, and service delivery in a timely manner.
Education
Goethe Zertifikat B1 -
Goethe Institute
Digital Customer Service Certification -
Generation Kenya
Diploma in Hotel and Restaurant Management -
Gretsa University
Certificate in Food and Beverage Service and Sales -
Gretsa University
Kenya Certificate of Secondary Education -
Lukenya Girls' High School
Skills
- Attention to detail
- Negotiation skills
- Customer engagement
- Effective communication
- Customer relationship management
- Interpersonal skills
Languages
- Kiswahili
- German
- English, Fluent
- Kiswahili, Fluent
- German, Intermediate (B1 - Goethe Zertifikat)
Certification
- IELTS Certification- British Council (May 2025)
- Digital Customer Service - Generation Kenya (June 2022)
- Goethe Zertifikat B1- Goethe Institut Kenya (December 2022)
Timeline
Call Center Operations Agent
4G Capital
2022.09 - 2025.01
Kitchen Team Member
Interstat Limited
2019.06 - 2022.04
Commis 1 Chef
Beirut Restaurant
2018.11 - 2019.02
Waitress
Finesse Restaurant
2018.06 - 2018.07
Goethe Zertifikat B1 -
Goethe Institute
Digital Customer Service Certification -
Generation Kenya
Diploma in Hotel and Restaurant Management -
Gretsa University
Certificate in Food and Beverage Service and Sales -
Gretsa University
Kenya Certificate of Secondary Education -
Lukenya Girls' High School