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Julie Mwihaki

@juliemwihaki

I am a customer service professional with experience in call centre operations, client communication, CRM documentation, issue resolution.

Kenya

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What I'm looking for

I’m seeking a customer service role where I can solve problems, deliver excellent customer experiences, and contribute to team success. Having held leadership roles in different settings, I enjoy taking initiative, supporting others, and growing into greater responsibility within a dynamic company.

At Mpaya Smart Meters, I support customers with prepaid electricity meters, billing, payments, token purchases, refunds, and technical questions through phone, WhatsApp, email, and CRM platforms.

I create and track CRM tickets, document cases, coordinate with technical, finance, and operations teams, and follow up with customers on pending issues. I earned a 97% quality assurance score in Q1 and exceeded sales targets for two consecutive months.

At Momentum Credit Limited, I handled client inquiries about financial products and supported loan applications by verifying documentation, tracking progress, and updating clients

At Kahawa West Health Center, I supported administrative operations, patient inquiries, registration, and records management across multiple departments.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Paya Smart Meters

Mar 2025 - Present (1 year 7 months)

Provide customer support through WhatsApp, email and CRM platforms, handling over 50 inbound calls per shift. Manage written conversations, create and monitor CRM tickets, and coordinate with internal teams to resolve issues.

WhatsApp Email CRM Ticket Management Customer Support Payment Query Handling Escalation Management Data Entry Microsoft Office Google Workspace

Financial Sales Representative

Momentum Credit Limited

Feb 2024 - May 2024 (3 months)

Managed client inquiries and coordinated loan application processes. Maintained accurate customer records, tracked leads, and liaised with internal teams to facilitate application reviews.

Client Communication Loan Processing Documentation Lead Tracking Customer Relationship Management problem resolution

Healthcare Intern

Kahawa West Health Center

Jul 2023 - Oct 2023 (3 months)

Supported administrative operations, patient inquiries, registration and records management. Coordinated with healthcare staff to facilitate service delivery and maintain accurate documentation.

Patient Communication Records Management Administrative Support Documentation

Education

Degrees, certifications, and relevant coursework

Zetech University

Bachelor of Science, Health Systems Management

2020 - 2023

Pursued a Bachelor of Science in Health Systems Management, with coursework in health systems, policy analysis, quality improvement, economics, and information systems. Conducted academic research on the influence of quality monitoring on maternal healthcare services.