Francis Chege

I’m a results-oriented customer service representative with proven success in delivering outstanding service, resolving complex issues, and supporting customer satisfaction. I’m known for strong communication, active listening, empathy, and practical problem-solving.

At Greenspoon, I handled 100+ phone, email, and chat inquiries daily while investigating root causes and implementing solutions. Through customer experience work, I led initiatives that increased customer satisfaction scores by 20% and helped achieve 95% or higher service performance. I also reduced average response time by 30% and optimized complaint resolution, cutting resolution time from 48 hours to 24 hours to improve retention and reduce recurrence.

I’ve also contributed to CRM system implementation—supporting team onboarding on correct use and data entry procedures to improve monitoring of customer engagement and follow-ups. I’m excited to bring this customer-focused mindset to roles that prioritize service excellence, continuous improvement, and measurable outcomes.