GMGenevive Musungu
@genevivemusungu
Customer Support Representative with expertise in client retention.
KenyaWhat I'm looking for
I am a dedicated Customer Support Representative with over three years of experience in customer service and call center operations. My journey has equipped me with the skills to handle high volumes of customer inquiries and troubleshoot technical issues effectively. I pride myself on ensuring excellent service delivery and maintaining strong relationships with clients.
Throughout my career, I have worked with reputable companies such as Majorel Kenya and Glovo, where I honed my abilities in customer care, complaint resolution, and training new agents. My proficiency in tools like Zen-desk and CRM systems, combined with my strong communication and problem-solving skills, has allowed me to contribute positively to team dynamics and improve customer service strategies.
Experience
Work history, roles, and key accomplishments
Customer Care Call Agent
Majorel Kenya
Oct 2022 - May 2024 (1 year 7 months)
Provided customer support via inbound and outbound calls, emails, and live chat. Handled customer complaints, troubleshot issues, and maintained accurate records of customer interactions using CRM systems.
Customer Service Representative
Glovo
Sep 2021 - Sep 2022 (1 year)
Engaged with partners to schedule meetings, monitored partner performance, corrected customer menus, and pitched promotions for partners.
Q-Commerce Dispatcher
Glovo
Mar 2021 - Sep 2021 (6 months)
Received, assigned, and dispatched client orders while handling customer complaints and tracking delivery statuses.
Sales Representative (Tele-agent)
PlatinumCredit
Aug 2020 - Feb 2021 (6 months)
Managed client records, provided consultations on credit terms, and negotiated contract terms with prospective clients.
Volunteer Social Worker
UNICEF
Advocated for child welfare reforms and contributed to policy discussions on child protection frameworks while assisting in awareness campaigns.
Education
Degrees, certifications, and relevant coursework
TMTechnical University of Mombasa
Bachelor of Science, Molecular Biology and Forensic Technology
2017 - 2021
Studied Molecular Biology and Forensic Technology, focusing on the application of biological sciences in forensic investigations and the analysis of biological evidence.
St. Mary’s Mumias Girls
Kenya Certificate of Secondary Education, Secondary Education
2012 - 2014
Completed the Kenya Certificate of Secondary Education, gaining foundational knowledge in various subjects and preparing for higher education.
Kaimosi Friends Primary School
Kenya Certificate of Primary Education, Primary Education
2004 - 2011
Achieved the Kenya Certificate of Primary Education, establishing basic educational skills and knowledge in primary subjects.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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