IMIrene Machocho
@irenemachocho
Experienced customer service professional with a passion for client relations.
United StatesWhat I'm looking for
I am a customer service and sales professional with over 10 years of experience in customer relations, telesales, and operations management. My expertise lies in problem-solving, communication, and team leadership, which has enabled me to enhance customer satisfaction and drive business growth effectively. I thrive in remote and fast-paced environments, adeptly handling high-volume inquiries and resolving issues efficiently.
Throughout my career, I have successfully managed customer relationships, developed training programs, and implemented policies that improve operational efficiency. My role as a Client Relations Associate at Credit Sage allowed me to build strong customer relationships and educate clients on credit fundamentals. I take pride in my ability to create standard operating systems and proactive engagement strategies that significantly improve customer retention rates.
Experience
Work history, roles, and key accomplishments
Client Relations Associate
CREDIT SAGE
Feb 2024 - Jan 2025 (11 months)
Managed high-volume inbound and outbound calls, emails, and chats while building strong customer relationships. Provided accurate information using CRM tools and resolved customer complaints efficiently, ensuring satisfaction and compliance with credit repair regulations.
Customer Relations & Operations Manager
KALANET COMMUNICATION
Apr 2022 - Jan 2024 (1 year 9 months)
Developed and implemented customer service policies to improve efficiency and established performance metrics for representatives. Designed training programs and acted as a liaison between departments to enhance service delivery.
Telesales & Outbound Team Lead
M-KOPA KENYA
Jan 2020 - Apr 2022 (2 years 3 months)
Led a team of telesales agents, ensuring outstanding customer satisfaction. Managed customer accounts and provided coaching to sales representatives, achieving high sales volumes and maintaining a strong penetration rate.
Client Relations Officer
ISUZU EAST AFRICA
Jan 2018 - Aug 2021 (3 years 7 months)
Managed customer relationships and retention strategies while conducting satisfaction surveys. Assisted sales teams in identifying upsell opportunities and ensured thorough documentation of client interactions.
Customer Care Representative
MULTICHOICE KENYA
Jan 2013 - Jun 2015 (2 years 5 months)
Provided frontline customer support through various channels, resolving inquiries related to billing and technical support. Upsold additional services based on customer needs, enhancing overall customer satisfaction.
Education
Degrees, certifications, and relevant coursework
East African School of Journalism
Diploma, Mass Communication
2010 - 2012
Completed a Diploma in Mass Communication, focusing on media practices, communication strategies, and public relations. Developed skills in writing, reporting, and media production.
International Computer Driving License
Certification, Computer Skills
2005 - 2006
Achieved certification in computer skills, covering essential software applications and IT proficiency necessary for effective workplace performance.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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