Open to opportunities

Joseph Mungai

@josephmungai1

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Customer Service Specialist with a passion for client satisfaction.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated Customer Service Specialist with over four years of experience in providing exceptional support across various industries. My expertise lies in utilizing CRM systems such as Zendesk, Shopify, and Gorgias to efficiently manage customer inquiries through chats, emails, tickets, and calls. I pride myself on my ability to solve complex problems while maintaining a calm and friendly demeanor, ensuring that every customer interaction is positive and satisfying.

Throughout my career, I have consistently surpassed key performance indicators, achieving a 95% customer satisfaction rate and a 20% reduction in average handling time. My role as a Subject Matter Expert at Call Center International is a testament to my commitment to excellence and my ability to lead teams towards achieving operational efficiency. I am passionate about creating positive customer experiences and am always looking for ways to improve processes and enhance service delivery.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

CallTastic Ventures

Feb 2024 - Mar 2024 (1 month)

Managed customer inquiries during high-demand campaigns, utilizing CRM tools to ensure smooth operations. Monitored social media feeds and handled public relations crises effectively.

Customer Service CRM Tools Social Media Management Problem Solving Conflict Resolution Communication Skills Time Management Multitasking

Customer Service Specialist / Sales Agent / SME

Call Center International (CCI)

Jan 2021 - Jan 2024 (3 years)

Served as the primary contact for clients, managing over 1,000 inquiries monthly. Specialized in customer service and complaint resolution, leading to a significant increase in operational efficiency.

Customer Service CRM Tools Sales Problem Solving Communication Skills Team Leadership

OnlyFans Chatter

ChatStars

Nov 2023 - Jan 2024 (2 months)

Engaged with clients through real-time chat, providing personalized communication and managing multiple conversations to ensure high-quality customer interaction.

Customer Engagement Real Time Communications Multitasking Upselling CRM Tools Problem Solving Communication Skills

Waiter / Chef

Sarova Stanley

Jan 2020 - Jan 2021 (1 year)

Provided high-quality dining experiences and managed customer interactions effectively. Coordinated with kitchen staff to improve service efficiency and trained new employees.

Customer Service Team Coordination Training Communication Skills Time Management Problem Solving Multitasking

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Diploma, Mass Communication

2017 - 2019

Completed a Diploma in Mass Communication, focusing on media studies, communication theories, and practical skills in journalism and public relations.