Customer Service Representative
Resume:
MAUREEN OWINO
**************@*****.*** https://www.linkedin.com/in/maureen-owino
SUMMARY
Enthusiastic and committed professional with 4+ years of customer service experience, adept at managing high-volume inquiries, resolving complex issues, and boosting customer satisfaction. Skilled in lead generation, prospect qualification, and CRM management, with proven ability to convert customer interactions into business opportunities. Strong communicator who thrives in target-driven environments and contributes to both customer retention and revenue growth.
EXPERIENCE
Customer Service Agent Apr 2023 - Present
BURN Manufacturing USA LLC.
Handled ETR receipts for customer who have made payments for broken stoves.
Supported customers via phone, email, and live chat while identifying upsell and referral opportunities among the customers.
Proactively generated and qualified leads by capturing customer interest in new products and documenting them in the CRM as required.
Followed up with prospects to nurture relationships, contributing to the growth.
Maintained accurate customer information and lead records in Freshdesk, Nexus, and Jira.
Customer Service Representative Sep 2020 - Mar 2023
Dlight Kenya, Racecourse,
Handled inbound/outbound calls and generated leads by promoting solar products to prospective clients especially those in the rural.
Qualified potential customers based on needs, purchase power, and location, then passed them to the sales team in the field.
Achieved weekly lead targets while maintaining high customer satisfaction scores.
Customer Service Representative Jul 2019 - Aug 2020
StarTimes Media, Upper Hill, Nairobi
Acknowledging and resolving customer complaints within stipulated SLAs.
Maintaining a positive, empathetic, and professional attitude towards customers always.
Communicating with customers through various channels and responding promptly to customer inquiries.
EDUCATION
Diploma in Monitoring and Evaluation Sep 2017 - Jun 2019
Kenyatta University Nairobi
Kenyan Sign Language Aug 2015 - Dec 2015
Kenyan Institute of Special Education
SKILLS
Proficient in Google Work space.
Tools Zendesk, Calude, Nexus, Jira, Atlas, Genesys
Sales Development
Customer Relationship Management
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