Alice Murage
@alicemurage
I resolve high-volume customer issues while improving satisfaction and resolution speed.
KenyaWhat I'm looking for
I've delivered customer support across phone, email, and chat for MOGO Auto Limited Kenya and KOKO Networks, resolving inquiries, complaints, and escalations while maintaining accurate CRM records.
At KOKO Networks, I managed 50–80 customer interactions daily, maintained 100% CSAT, achieved 98% first-contact resolution, and reduced average resolution time by 25%. I also reduced ticket backlog by 20% within two months and collaborated with Engineering and Product teams.
My background also includes debt collection, executive support, reception, reporting, and stakeholder coordination. I use Webitel, ERP systems, Microsoft Power Apps, Jira, Zendesk, Freshdesk, Gorgias, Intercom, QMetrics, Google Workspace, and Excel to keep customer operations moving.
Experience
Work history, roles, and key accomplishments
Customer Care Representative
MOGO Auto Limited Kenya
May 2026 - Present (4 months)
Provide exceptional customer support through phone, email, and chat channels. Resolve customer inquiries and complaints while maintaining service excellence.
Customer Care Representative
KOKO Networks
Aug 2022 - Jan 2026 (3 years 5 months)
Managed 50–80 customer interactions daily across multiple channels. Maintained 100% Customer Satisfaction (CSAT) and achieved 98% First Contact Resolution (FCR).
Executive Assistant
B Africa
Oct 2021 - Jul 2022 (9 months)
Managed executive calendars, travel, meetings and confidential records. Prepared reports, presentations and correspondence.
Customer Service Representative / Receptionist
Grola Tech Limited
Jan 2021 - Oct 2021 (9 months)
Managed front desk operations and answered calls, emails and inquiries. Opened customer accounts and prepared reports.
Debt Collection Officer
XGO Limited
Jan 2020 - Dec 2020 (11 months)
Contacted customers regarding overdue accounts and negotiated payment arrangements. Updated CRM records and resolved billing disputes.
Education
Degrees, certifications, and relevant coursework
KIBCO Institution
Certificate in Office Administration, Office Administration
Completed a Certificate in Office Administration in 2023.
Akiba Schools
Kenya Certificate of Secondary Education, Secondary Education
Completed Kenya Certificate of Secondary Education (KCSE) in 2017.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Skills
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