Customer Service Specialist - Remote Ready
Resume:
Mercy Lynn Auma
Nairobi, Kenya
************@*****.***
Open to Remote Customer Service Roles
PROFESSIONAL SUMMARY
Customer-focused Customer Service Representative with a background in communication, marketing and client engagement. Experienced in handling high-volume customer interactions, resolving complaints and improving customer satisfaction. Proven ability to meet performance targets, manage CRM systems and deliver excellent service across phone, email, and digital channels. Proficient at working in remote environments with strong communication and problem-solving skills.
CORE SKILLS
• Customer Support (Phone, Email, Chat)
• CRM Systems (Salesforce, HubSpot)
• Complaint Resolution & Escalation Handling
• Communication & Interpersonal Skills
• Data Entry & Documentation
• Problem Solving
• Time Management
• Remote Tools (Google Workspace, Zoom, Slack)
• Customer Retention & Satisfaction
PROFESSIONAL EXPERIENCE
Marketing Volunteer
Buni Banda
Aug 2025 – Present
• Created engaging content (social media, blogs, newsletters) to support brand visibility
• Conducted market and competitor research to inform communication strategies
• Supported digital campaigns to increase audience engagement and awareness
• Contributed to campaign planning and content strategy development
• Analyzed trends and provided insights to improve messaging and outreach Customer Service Representative (Contract)
CEA Media Africa Ltd (Jowi FM)
Feb 2023 – Nov 2023
• Handled 30+ customer calls daily, resolving inquiries and complaints efficiently
• Maintained high performance in speed, accuracy and call volume KPIs
• Identified root causes of customer issues and implemented effective solutions
• Managed and updated customer records using CRM systems
• Improved internal communication by facilitating regular team updates
• Recognized as Best Customer Service Representative by management Marketing Volunteer
Bereena Waters, Kisumu
Jan 2021 – Dec 2022
• Developed and executed marketing campaigns that increased revenue by KES 10,000/month
• Conducted customer surveys to identify pain points and improve satisfaction
• Created targeted marketing strategies using customer segmentation
• Produced business communication materials (emails, presentations, proposals) Sales Associate
Local Boutique, Moi Avenue – Nairobi
Sep 2018 – Dec 2019
• Delivered excellent in-store customer service and product support
• Achieved 120% of sales targets for three consecutive months
• Increased sales by 25% through upselling and customer engagement
• Managed 40+ customer interactions daily, both in-person and via phone Intern
Kenya Broadcasting Corporation (KBC)
May 2018 – Aug 2018
• Assisted in content production, research, and media distribution
• Supported editorial teams with story development and scripting
• Managed administrative and digital content tasks EDUCATION
Bachelor of Mass Communication
St. Paul’s University — 2018
Diploma in Journalism
St. Paul’s University — 2013
TECHNICAL SKILLS
• CRM Tools: Salesforce, HubSpot
• Microsoft Office Suite
• Google Workspace (Docs, Sheets, Gmail)
• Content Creation & Digital Tools
KEY ACHIEVEMENTS
• Awarded Best Customer Service Representative
• Consistently met and exceeded customer service KPIs
• Increased business revenue through targeted marketing strategies
• Improved customer satisfaction through feedback-driven solutions LANGUAGES
• English (Fluent)
• Swahili (Fluent)
REFERENCES
Available upon request
Contact this candidate