Open to opportunities

Gloria Muthoni

@gloriamuthoni1

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Customer service professional with 3+ years of experience.

Kenya

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth.

I am a dedicated Customer Service Professional with over three years of experience providing thoughtful, solutions-focused support across digital and voice channels. My ability to handle complex inquiries with speed and empathy has consistently resulted in high satisfaction ratings and client retention. I thrive in dynamic, high-volume environments, ensuring that I remain organized, proactive, and customer-first.

Throughout my career, I have demonstrated a proven ability to adapt to new tools and systems, leveraging my tech-savvy nature to enhance customer experiences. My experience includes working with CRM systems like Salesforce and Zendesk, where I have successfully managed customer interactions, tracked support tickets, and maintained detailed records. I am passionate about creating smooth, meaningful customer experiences that drive loyalty and growth.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

ISI

Aug 2024 - Apr 2025 (8 months)

Prospected 100-150 leads daily, qualifying potential clients for insurance services, with an average conversion rate of 25%. Transferred 40% of qualified leads to licensed insurance advisors, contributing to a 15% increase in sales pipeline.

Lead Qualification Sales Pipeline Management Upselling Collaboration Insurance CRM Systems Communication Problem Solving

Contact Center Agent

Contact Centre International (CCI)

Oct 2022 - Apr 2024 (1 year 6 months)

Responded to 70-100 customer inquiries via phone, email, and live chat, achieving a 95% customer satisfaction rate. Utilized Salesforce CRM to manage customer interactions, track support tickets, and maintain detailed records, increasing ticket resolution efficiency by 15%.

Customer Service Salesforce CRM Live Chat Support Email Support Order Processing Team Collaboration Product Knowledge Customer Satisfaction Communication

Customer Service Representative

Think North Agencies

Jan 2021 - Feb 2022 (1 year 1 month)

Provided comprehensive support to clients seeking employment opportunities in the Middle East and Europe, resulting in a 90% client satisfaction rate. Assisted clients with job application processes, including resume preparation, interview scheduling, and documentation, increasing successful job placements by 25%.

Job Application Assistance Client Success Documentation Market Research

Front Desk Receptionist

Target Recruitment Limited

Feb 2020 - Sep 2020 (7 months)

Handled an average of 50-70 incoming calls and inquiries per day, providing prompt and professional responses, with a 95% satisfaction rate. Managed schedules for 2 to 5 consultants, optimizing bookings and client interactions, resulting in a 30% increase in meeting efficiency.

Incoming Call Management Scheduling Office Management Client Relations Communication Organizational Skills

Education

Degrees, certifications, and relevant coursework

The Co-operative University of Kenya

Diploma, Information Technology

Completed a Diploma in Information Technology, gaining foundational knowledge in various IT concepts and applications. Developed skills relevant to modern technological environments.

East Africa Institute of Certified Studies

Certificate, Advanced Computer Packages

Obtained a Certificate in Advanced Computer Packages, enhancing proficiency in various computer software and applications. This program provided practical skills for effective computer usage.