Hannah Irungu
@hannahirungu
Customer-focused support specialist driving service improvements and satisfaction.
KenyaWhat I'm looking for
I am a customer-focused support specialist with over five years' experience delivering high-quality service, resolving inquiries, and supporting fast-paced operations. I excel in KYC and identity verification, CRM tools, remote collaboration, and data-driven reporting to improve processes and customer outcomes.
At Phoneart Solutions I reduced turnaround time by 25%, cut service disruptions by 10%, and helped raise customer satisfaction by 20% through coaching and process improvements. I bring empathy, clear communication, and a continuous-improvement mindset to roles that require operational discipline and strong stakeholder collaboration.
Experience
Work history, roles, and key accomplishments
Customer Service Manager
Phoneart Solutions Ltd
Jul 2020 - Present (5 years 6 months)
Serve as primary contact for customer inquiries and escalations, implemented process improvements that reduced turnaround time by 25% and coached team members to achieve a 20% increase in customer satisfaction.
Sales & Marketing Representative
Phoneart Solutions Ltd
Jun 2019 - Jun 2020 (1 year)
Delivered end-to-end customer support handling 40+ customers daily and processed 150+ M-Pesa transactions daily, maintaining a 95% customer satisfaction rate and increasing accessory sales revenue by 20%.
Sales Representative
Binti Naturals
Jan 2017 - Jan 2019 (2 years)
Managed customer orders end-to-end achieving 95% on-time delivery, collected feedback to improve service resulting in a 20% satisfaction increase and supported strategies that drove a 30% quarterly sales lift.
Counsellor
The Nairobi Women's Hospital
Jul 2015 - Oct 2016 (1 year 3 months)
Provided empathetic client-centered counselling, conducted structured assessments and maintained confidential records while coordinating multidisciplinary follow-up for effective client support.
Education
Degrees, certifications, and relevant coursework
KUKenyatta University
Bachelor of Arts, Counseling Psychology
Completed a Bachelor of Arts in Counseling Psychology with studies focused on counseling theories, client assessment, and therapeutic interventions.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Interested in hiring Hannah?
You can contact Hannah and 90k+ other talented remote workers on Himalayas.
Message HannahFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
