Irene Mkite

My name is Irene Mkite, and I am a dedicated customer service representative with two years of experience at AFYA SACCO in Nairobi. I have a proven track record of enhancing customer satisfaction scores, achieving a 95%+ CSAT rating for six consecutive months through personalized service and proactive problem-solving. My commitment to excellence has led to significant improvements in customer retention and revenue growth, as I consistently exceed upselling and cross-selling targets.

In my role, I have successfully implemented process improvements that have reduced average response times and enhanced operational efficiency. I take pride in training and mentoring new hires, which has resulted in a more cohesive team and improved performance. My leadership in customer service initiatives has not only improved response times but also fostered a culture of continuous improvement within the team.

As I continue my education in Information Technology, I am eager to leverage my skills and experiences to contribute to a dynamic team that values customer satisfaction and innovation. I am passionate about creating exceptional customer experiences and am always looking for ways to enhance service delivery.