Open to opportunities

Cynthia Muriuki

@cynthiamuriuki

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Experienced Customer Service Agent skilled in CRM and issue resolution.

Kenya

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What I'm looking for

Seeking a role that values high service standards, offers opportunities for growth, and supports remote work arrangements.

As a dedicated Customer Service Agent with a strong background in CRM systems and issue resolution, I bring a proven track record of enhancing customer satisfaction and operational efficiency. My experience spans roles at Platinum Credit and Bliss Healthcare, where I consistently achieved high satisfaction rates and improved process efficiency.

In my current role at Platinum Credit, I have successfully reduced processing times and improved policy adherence. My IT support experience at Resolution Insurance further equipped me with technical skills, allowing me to resolve hardware issues and train teams effectively. I am passionate about maintaining high service standards and fostering positive client interactions, with flexibility for remote work and adaptability to dynamic environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate

Current

Platinum Credit

Nov 2019 - Present (5 years 7 months)

Provided first-level customer support via voice and WhatsApp, achieving a 95% customer satisfaction rate. Managed credit appraisals and documentation processing, improving resolution time and policy adherence.

Customer Service CRM Systems Customer Onboarding Communication Skills Multitasking

Customer Service Executive

Bliss Healthcare

Sep 2018 - May 2019 (8 months)

Developed partnerships with customers to solve complex problems, increasing customer retention and satisfaction. Collected feedback for service improvements and maintained product knowledge for effective service delivery.

Customer Retention Problem Solving Customer Feedback Analysis Communication Skills Product Knowledge Customer Education Team Collaboration

IT Support and Help Desk Administrator

Resolution Insurance

Jan 2018 - Mar 2018 (2 months)

Identified and resolved hardware malfunctions, improving system reliability and compliance. Provided technical support and trained users, achieving high user satisfaction rates.

Technical Support IT Compliance User Training System Monitoring Communication Skills

Education

Degrees, certifications, and relevant coursework

ALX Africa

AI Program, Artificial Intelligence

2023 - 2024

Participating in a program focused on artificial intelligence, enhancing skills in AI technologies and their applications in various industries.

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Business Information Technology, Business Information Technology

2013 - 2017

Studied Business Information Technology, focusing on the integration of business and technology to improve organizational efficiency and effectiveness.