Ivy Juma

I am a customer-focused professional with three years of hands-on experience delivering high-quality support across call, email and SMS channels. I prioritize clear communication, empathy and efficient problem-solving to resolve inquiries and maintain strong customer relationships.

In my current role I provide accurate, professional support while training new team members and improving operational processes. I have a track record of increasing first-call resolution and reducing average handling time through streamlined scripts and coaching.

Previously, I successfully negotiated payment plans and recovered a high percentage of overdue accounts as an intern in debt collection, demonstrating persistence and regulatory compliance. I consistently take ownership of accounts and follow up empathetically to drive results.

I hold a Bachelor of Science in Communication and Media Studies and a Certificate in Digital Customer Service. I am committed to contributing to team success, continuous improvement, and delivering exceptional customer experiences.