Josephine Akinyi
@josephineakinyi2
I resolve high-volume customer inquiries, complaints, and account issues while improving customer experiences through proactive follow-up.
KenyaWhat I'm looking for
At Precise Science Limited, I handle around 300 inbound and outbound customer inquiries each week, resolving escalated complaints and coordinating returns, exchanges, and service modifications.
Previously at Hesco Limited and Imperial Leather Kenya, I supported customers with billing, accounts, sign-ups, orders, returns, and product inquiries. I've maintained accurate CRM records, met service and sales targets, and identified recurring issues to support service improvements.
I also train new team members on CRM and customer care practices, and volunteer as an Event Coordinator for a school-based menstrual hygiene awareness initiative.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Precise Science Limited
Jan 2024 - Present (2 years 9 months)
Served as primary point of contact for customers, handling around 300 inquiries per week. Coordinated returns and service modifications, maintained CRM records, and proactively followed up to ensure resolution.
Customer Service Representative
Hesco Limited
Jan 2022 - Dec 2023 (1 year 11 months)
Built strong customer relationships through proactive outbound follow-up and personalized support. Trained new team members on CRM software and identified recurring issues to improve service.
Customer Service Representative
Imperial Leather Kenya
Jan 2021 - Jul 2021 (6 months)
Delivered professional customer support covering sign-ups, billing, and product inquiries. Developed structured complaint-resolution steps and handled escalated cases calmly.
Education
Degrees, certifications, and relevant coursework
ALX Africa
Certificate, Financial Analysis
2023 - 2024
Earned a Certificate in Financial Analysis from 2023 to 2024.
Kenya Methodist University
Bachelor's Degree, Procurement and Supply Chain Management
2021 - 2024
Pursued a Bachelor's Degree in Procurement and Supply Chain Management from 2021 to 2024.
ICS Technical College
Certificate, Digital Marketing
2022 - 2022
Earned a Certificate in Digital Marketing in 2022.
Kenya Institute of Management
Diploma, Project Management
2019 - 2021
Completed a Diploma in Project Management from 2019 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Skills
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