Open to opportunities

Joyce Njeri

@joycenjeri1

Message

I resolve high-volume customer issues across phone, email, and chat.

Kenya

Message

What I'm looking for

I'm looking for a remote customer support role where I can resolve customer issues across phone, email, and chat, meet service-level targets, maintain accurate records, and contribute to positive customer outcomes in a fast-paced team.

I've supported customers for Generation Space Limited, CCI Kenya’s Glovo project, and Zanifu Limited, resolving enquiries across phone, email, and chat in high-volume environments.

On the Glovo project, I handled 70–120 daily interactions, maintained a 4.8/5 CSAT rating, achieved QA scores above 90%, and consistently met a 30-second first-response SLA. At Generation Space, I achieved a 90% sales conversion rate through active listening and tailored product recommendations.

I've also managed KYC documentation, credit-related concerns, repayment discussions, escalations, and accurate case records for business clients. I work confidently in remote, fast-paced settings and bring strong English communication, CRM familiarity, and a focus on first-contact resolution.

Experience

Work history, roles, and key accomplishments

Telesales Representative

Generation Space Limited

Jun 2024 - Jan 2025 (7 months)

Achieved a 90% sales conversion rate by identifying customer needs and delivering tailored product recommendations. Managed high volumes of customer enquiries and maintained accurate interaction logs.

Sales Customer Service Active Listening Product Knowledge Phone Support Email Support Documentation Reporting

Customer Service Representative

Zanifu Limited

Jan 2021 - Oct 2021 (9 months)

Handled 50+ client interactions per day, managing account documentation and credit-related concerns. Reviewed KYC documents, trained field sales representatives, and negotiated repayment terms to reduce default rates.

Customer Service Credit Management KYC Documentation Negotiation Training CRM Case Management

Call Centre Agent

CCI Kenya

Feb 2020 - Dec 2020 (10 months)

Managed 70-120 customer interactions per day across phone and chat, maintaining a 4.8/5 CSAT rating and consistently meeting SLA targets. De-escalated frustrated customers and coordinated with internal teams for issue resolution.

Customer Service Call Center Live Chat Email Support De escalation SLA CSAT Problem Solving

Education

Degrees, certifications, and relevant coursework

The Co-operative University of Kenya

Bachelor of Co-operatives and Community Development, Co-operatives and Community Development

2014 - 2018

Pursued a Bachelor of Co-operatives and Community Development, gaining knowledge in business management, economics, finance, and organisational behaviour.