Irene Machocho

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.

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.

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.

Managed customer relationships and retention strategies while conducting satisfaction surveys. Assisted sales teams in identifying upsell opportunities and ensured thorough documentation of client interactions.

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.

Completed a Diploma in Mass Communication, focusing on media practices, communication strategies, and public relations. Developed skills in writing, reporting, and media production.

Achieved certification in computer skills, covering essential software applications and IT proficiency necessary for effective workplace performance.