Open to opportunities

Florence Maina

@florencemaina1

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Customer service professional with 8 years improving support, resolution, and customer satisfaction.

Kenya

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What I'm looking for

I’m seeking a flexible role that supports career growth while leveraging my expertise in customer relations and support—where I can deliver exceptional customer experiences, improve processes, collaborate with diverse teams, and take ownership of resolutions.

I’m a customer service professional with 8 years of experience handling customer enquiries, problem resolution, and delivering top-tier customer experiences. I’m a self-starter who works autonomously in fast-paced environments, using tools like Zendesk and CRM systems to log cases, resolve issues, and escalate matters beyond T.A.T. and when management attention is needed.

In my recent roles at KOKO Networks, I improved customer satisfaction from 87% to 95% through effective issue resolution, maintained strong uptime by reporting malfunctions promptly, and supported process improvements through customer insights. I also onboard new customers, train entry-level agents, coordinate technician scheduling to maximize capacity, and contribute to compliance-focused workflows while educating customers on product features, payment terms, and USSD usage.

Experience

Work history, roles, and key accomplishments

Service Point Representative

Koko Networks Ltd

Oct 2023 - Nov 2024 (1 year 1 month)

Managed customer service and service-point operations, achieving a 95% repair rate and increasing customer satisfaction from 87% to 95% through effective issue resolution. Monitored bio-ethanol cooker malfunctions and improved safety and service reliability by reducing fire risks and maintaining point uptime at 92%.

Customer Service Issue Resolution Troubleshooting Bio Ethanol Cooker Maintenance Support Safety Reporting Fuel Sales Follow Up Safety

Customer Care Representative

Koko Networks Ltd

Apr 2021 - Sep 2023 (2 years 5 months)

Handled customer enquiries by phone, logged and resolved cases on a customer relationship management system, and delivered first-call resolution while escalating issues beyond the company’s TAT. Supported onboarding, trained entry-level agents, gathered customer insights for service improvements, and coordinated technician dispatch and scheduling to optimize field service operations.

Customer Care Customer Onboarding Call Handling First Call Resolution Customer Relationship Management (CRM)Case Logging Escalation Management Service Level TAT Compliance Customer Insights Product Education USSD Usage Education Training & Coaching Service Dispatching

Telesales Agent

Apollo Agriculture Ltd

Jan 2021 - Mar 2021 (2 months)

Conducted outbound calls to farmers, explained company products and services, and captured accurate customer profiles through a detailed registration survey. Resolved complaints with empathy and timely follow-up, escalating when necessary to support sales initiatives and customer feedback.

Telesales Outbound Calling Farmer Client Profiling Registration Survey Data Capture Sales Support Customer Feedback

Customer Service Officer

Tala Mobile Ltd

Oct 2016 - Aug 2020 (3 years 10 months)

Provided prompt customer support across communication channels (Facebook, Twitter, Zendesk, and email), managing workflows for transaction alerts, queries, and escalations. Used Zendesk and Jira ticketing to track issue status, analyze resolution and compliance concerns, and support process optimization for onboarding and query resolution.