Open to opportunities

charlene blessing

@charleneblessing

Message

Customer-focused senior customer service agent skilled in sales, telemarketing and team mentorship.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can mentor teams, drive sales/lead qualification, deliver excellent service, and grow into leadership within a supportive, performance-driven culture.

I am a senior customer service professional with over four years of experience in remote support, telemarketing, sales, and high-volume customer interactions. I have progressed from cold caller to senior agent through strong performance, leadership, and consistent target achievement.

In my current role I guide new sales representatives, support training operations, pre-qualify leads for ACA and Exact Care Pharmacy campaigns, and transfer qualified leads to licensed agents for enrollment. I previously managed inbound/outbound calls, chat and email for U.S.-based accounts and handled order processing, after-sales support, and technical troubleshooting in e-commerce and telemarketing environments.

I bring strong communication, empathy, problem-solving, and mentorship skills, and I am passionate about delivering exceptional customer experiences, improving team performance, and continuously developing my skills.

Experience

Work history, roles, and key accomplishments

Senior Agent (Training Bay)

The Call Gurus

May 2025 - Nov 2025 (6 months)

Promoted to Senior Agent within three months; pre-qualified leads for ACA and Exact Care Pharmacy campaigns and transferred prospects to licensed agents, meeting daily targets and mentoring new sales representatives to improve team performance.

Outbound Calling Lead Qualification Customer Support Telemarketing CRM Performance Coaching

Customer Support Agent

Shopit Limited

Jun 2024 - Sep 2024 (3 months)

Managed customer inquiries, order processing, returns and delivery updates via calls, chat and email for an e-commerce platform, maintaining high professionalism and quick resolution during a 3-month contract.

Order Processing Returns Multichannel Support Time Management CRM

Customer Service Representative

CCI Kenya

Jan 2022 - Dec 2023 (1 year 11 months)

Handled inbound/outbound calls, live chat, and email for U.S.-based Instacart and Metro by T-Mobile accounts, resolving orders, billing, and technical issues while consistently meeting customer satisfaction and first-call resolution targets.

Inbound Live Chat Email Support Troubleshooting Customer Satisfaction Quality Assurance Order Management Communication

Telemarketing Agent

Platinum Group Africa

Jan 2020 - Dec 2021 (1 year 11 months)

Generated and converted leads for luxury holiday homes through outbound calls, delivered personalized sales presentations, scheduled viewings, and closed deals while maintaining client relationships and meeting sales targets.

Lead Generation Outbound Sales Sales Presentations Closing Client Relationship Management Prospecting Negotiation

Chat/Phone Support Intern

United Nations

Oct 2019 - Dec 2019 (2 months)

Interned on the Nafacity Design Charrette, contributing to public space redesign in Nairobi CBD and completed the internship as the most outstanding individual.