Louren M
@lourenm
I coordinate high-volume customer operations, real-time service changes, and accurate CRM workflows.
KenyaWhat I'm looking for
I've supported high-volume customer operations for Metro by T-Mobile, Glovo, M-Kopa, Saks OFF 5th, and BFOUNT, coordinating real-time account changes, escalations, lead handoffs, and service updates across calls, chat, email, and CRM systems.
At Metro by T-Mobile, I managed 30 to 40 daily interactions simultaneously while resolving urgent requests and maintaining continuity of service. At BFOUNT, I managed 100+ daily outbound contacts and maintained 95%+ CRM data accuracy through real-time documentation and follow-up management.
At Saks OFF 5th, I was promoted from Customer Service Representative to BackOffice Claims Support Agent for my organisational ability, accuracy, and operational reliability. I resolved 80%+ of billing claims at the first escalation level and produced daily operational reports for management review.
I'm now looking to bring my scheduling, coordination, documentation, and CRM experience into an operations coordination role where I can help teams maintain seamless service continuity.
Experience
Work history, roles, and key accomplishments
B2B Lead Generation Sales Agent
BFOUNT
Apr 2026 - Jun 2026 (2 months)
Managed a high-volume outbound pipeline of 100+ daily contacts for AT&T and Spectrum Business, making real-time prioritisation decisions. Maintained 95%+ CRM data accuracy by documenting every interaction and follow-up in real time.
Customer Service Agent
Call Centre International (CCI Kenya)
Dec 2025 - Mar 2026 (3 months)
Provided high-volume inbound support for Metro by T-Mobile, coordinating 30-40 daily interactions across calls and chat. Maintained accurate CRM records and resolved complex cases to ensure service continuity.
Transfer Lead Generation Agent
Call Centre International (CCI Kenya)
Oct 2025 - Dec 2025 (2 months)
Coordinated 20+ daily lead handoffs to licensed agents for Allstate Insurance, ensuring accurate documentation and seamless transitions.
Customer Support Representative
Call Centre International (CCI Kenya)
May 2025 - Oct 2025 (5 months)
Managed high-volume inbound support for M-Kopa, handling 50+ daily contacts and multitasking across multiple open cases. Escalated and documented 20+ complex cases weekly for specialist teams.
BackOffice / Claims Support Agent
Call Centre International (CCI Kenya)
Jun 2022 - Mar 2023 (9 months)
Handled end-to-end claims resolution and compliance for Saks OFF 5th, maintaining accurate scheduling and case management records. Resolved 80%+ of billing claims at first escalation level.
Customer Service Representative
Call Centre International (CCI Kenya)
Oct 2021 - Jun 2022 (8 months)
Provided multichannel customer support for Saks OFF 5th across phone, email, and chat. Managed multiple simultaneous interactions, prioritising by urgency and ensuring resolution or appropriate escalation.
Education
Degrees, certifications, and relevant coursework
The Technical University of Kenya
Diploma, Legal Studies
Pursued a Diploma in Legal Studies, gaining foundational knowledge in legal principles and practices.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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