Open to opportunities

Cynthia Muriuki

@cynthiamuriuki1

Message

Experienced customer service professional dedicated to client satisfaction.

Kenya

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated customer service professional with over three years of experience in delivering exceptional client experiences and achieving organizational goals. My expertise lies in handling high-volume client interactions, resolving complex customer issues, and maintaining high levels of client satisfaction. I thrive in dynamic, fast-paced environments and am passionate about fostering long-lasting customer relationships that drive business success through excellent service.

In my current role as a Customer Support Executive at Teleperformance, I manage over 150 customer interactions daily, maintaining a 98% satisfaction score. I have a proven track record of resolving 90% of customer issues on the first contact, exceeding the company’s first-contact resolution KPI. My previous experiences at Majorel and Checkups Medical have further honed my skills in complaint resolution, client retention, and effective communication across multiple channels.

Throughout my career, I have been recognized for my ability to improve processes and enhance customer experiences. I am committed to continuous learning and development, always seeking opportunities to improve my skills and contribute positively to my team and organization.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Executive

Current

Teleperformance

Sep 2023 - Present (1 year 10 months)

Managed over 150 customer interactions daily across multiple channels, maintaining a 98% satisfaction score. Resolved 90% of customer issues on the first contact, exceeding the company’s first-contact resolution KPI.

Customer Satisfaction Product Knowledge Team Collaboration

Customer Service Representative

Majorel

Sep 2022 - Dec 2022 (3 months)

Delivered exceptional service to customers through timely responses and effective problem-solving. Consistently met and exceeded key performance indicators, including call handling time and quality assurance benchmarks.

Customer Service Problem Solving Quality Assurance

Customer Service Executive & Sales Representative

Checkups Medical

Dec 2021 - Sep 2022 (9 months)

Enhanced customer experience by identifying needs and recommending appropriate services, resulting in a 30% increase in repeat business. Conducted follow-ups with potential clients, achieving a 25% increase in monthly revenue.

Customer Experience Sales

Link Desk Officer

USAID, Afya Nyota ya Bonde

Dec 2018 - Dec 2021 (3 years)

Provided customer support by actively listening to inquiries and resolving them with a 95% success rate. Coordinated communication between departments to improve service delivery efficiency.

Customer Support Inquiry Resolution Service Delivery Data Analysis

Education

Degrees, certifications, and relevant coursework

Undisclosed Institution

Diploma, Public Relations

Completed a diploma program focused on public relations principles and practices. Gained skills in communication strategies, media relations, and public image management.

Undisclosed High School

High School Certificate, General Studies

Activities and societies: Secretary, Journalism Club (2016) – Published school magazine in 2017. Active Member, Writers Club – Organized creative writing workshops.

Obtained a High School Certificate, demonstrating foundational knowledge across various subjects. Participated in extracurricular activities including the Journalism Club and Writers Club.