Open to opportunities

Mally Moses

@mallymoses

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Experienced Customer Service Representative with a passion for client satisfaction.

Kenya

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What I'm looking for

I am looking for a challenging position where I can utilize my extensive experience in customer service and telesales to contribute to a dynamic organization.

I am a professional Customer Service Representative with over four years of experience in handling multi-national clients. My unique professional journey has been shaped by my commitment to providing excellent customer support, creative problem-solving, and building lasting customer loyalty. I have honed my skills through various roles, including Customer Service Executive and Telesales Executive, where I consistently exceeded customer expectations and achieved recognition for my contributions.

At Horizon Contact Center, I excelled in providing exceptional service to clients of Multichoice Kenya, managing inbound and outbound calls while ensuring high customer retention rates. My proactive approach in telesales allowed me to promote higher package options effectively, earning the title of top monthly telesales agent. Additionally, my experience as a Debt Management Collector involved implementing innovative strategies that significantly increased collections, showcasing my ability to adapt and thrive in challenging environments.

In my most recent roles at Koko Networks, I continued to build on my customer service expertise by assisting customers through various communication channels and managing social media platforms. I take pride in offering personalized promotions and ensuring a seamless onboarding experience for new customers. My dedication to enhancing customer satisfaction and loyalty has been recognized through positive feedback, and I am eager to bring my skills to a dynamic organization where I can contribute to its success.

Experience

Work history, roles, and key accomplishments

Customer Onboarding

Koko Networks

Jan 2020 - Present (5 years 6 months)

Ensured a seamless onboarding experience for new customers by providing comprehensive product knowledge and addressing any concerns or questions. Received positive feedback from customers for exceptional service and product understanding.

Customer Onboarding Product Knowledge Customer Support Problem Solving Customer Feedback Service Excellence Communication

Customer Service Executive

Koko Networks

Jan 2020 - Present (5 years 6 months)

Assisted customers through inbound and outbound calls and emails, addressing inquiries, and providing information about products and services. Offered personalized promotions and campaigns to customers, enhancing customer satisfaction and loyalty.

Customer Service Email Support Product Customer Satisfaction Loyalty Programs Problem Solving

Social Media Representative

Koko Networks

Jan 2020 - Present (5 years 6 months)

Managed social media platforms including Instagram and Twitter, engaging with customers and addressing their queries and concerns. Responded to emails promptly and professionally, ensuring a positive brand image and effective customer communication.

Social Media Management Customer Engagement Email Communication Query Resolution Instagram Twitter

Telesales Executive

Horizon Contact Center - Multichoice Kenya

Jan 2018 - Present (7 years 6 months)

Proactively contacted new customers, effectively promoting higher package options and achieving recognition as the top monthly telesales agent. Selected for a premium campaign, handling high-profile customers such as five-star hotels, government officials, and NGOs.

Telesales Sales Targets Customer Acquisition Negotiation Communication Product Promotion

Customer Service Executive

Horizon Contact Center - Multichoice Kenya

Jan 2018 - Present (7 years 6 months)

Answered inbound and outbound calls, providing assistance and resolving customer inquiries regarding paid television decoders. Successfully onboarded new customers and managed their journey to ensure high customer retention rates.

Customer Support Outbound Calling Customer Onboarding Customer Retention Problem Solving Product Knowledge Communication Skills

Debt Management Collector

Horizon Contact Center - Multichoice Kenya

Jan 2018 - Present (7 years 6 months)

Conducted strategic campaigns to revive abandoned services, implementing innovative approaches that resulted in a significant increase in collections. Achieved recognition as the best agent in debt collection through exceptional negotiation and communication skills.