charlene blessing
@charleneblessing
Customer-focused senior customer service agent skilled in sales, telemarketing and team mentorship.
What I'm looking for
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.
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.
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.
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.
Interned on the Nafacity Design Charrette, contributing to public space redesign in Nairobi CBD and completed the internship as the most outstanding individual.
Education
Degrees, certifications, and relevant coursework
University of Nairobi
Bachelor of Architectural Studies, Architectural Studies
2015 - 2019
Activities and societies: Participated in design charrettes and completed an internship involving redesign of public spaces in Nairobi CBD.
Completed a Bachelor of Architectural Studies with coursework and projects focused on architectural design and urban public space planning.
Availability
Location
Authorized to work in
Job categories
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