Open to opportunities

mary kiarie

@marykiarie

Message

Customer service and technical support professional with proven results.

Kenya

Message

What I'm looking for

I am looking for a dynamic remote role that values customer care and problem-solving.

I am a dedicated customer service and technical support professional with over 3 years of experience in delivering exceptional support through various channels, including phone, chat, and email. My focus on customer retention and issue resolution has enabled me to resolve 95% of customer issues on the first contact, significantly reducing escalations and improving customer loyalty.

Throughout my career, I have consistently exceeded sales targets and enhanced customer satisfaction. At StarTimes Kenya, I generated KES 1,120,000 annually while increasing renewals by 35%. My ability to manage high volumes of customer interactions, coupled with my technical troubleshooting skills, has led to a 92% first-call resolution rate and a 95% customer satisfaction score. I thrive in dynamic environments and am eager to leverage my skills in a remote setting.

Experience

Work history, roles, and key accomplishments

Telesales & Customer Support Specialist

StarTimes Kenya

Aug 2023 - Jan 2025 (1 year 5 months)

Provided multi-channel customer support, achieving a 95% first-contact resolution rate and surpassing sales targets by 50%. Handled escalated complaints effectively and delivered customer training to enhance user experience.

Customer Service Technical Support CRM Management Customer Escalation Customer Training Problem Solving Conflict Resolution

Inbound Customer Service Representative

StarTimes Kenya

Mar 2023 - Jul 2023 (4 months)

Managed daily customer inquiries with a 92% first-call resolution rate. Delivered technical support for TV services and maintained CRM records to improve service quality.

Customer Service Technical Support CRM Management Call Resolution Problem Solving Communication Skills

Customer Service & Sales Representative

Konnect Hub

Jan 2021 - Feb 2023 (2 years 1 month)

Provided remote and in-person customer support, resolving 90% of issues on first contact. Implemented engagement strategies that increased sales by 40% and ensured timely service delivery.

Customer Service Sales Support Technical Support Problem Solving Customer Engagement Scheduling Communication Skills Conflict Resolution

Education

Degrees, certifications, and relevant coursework

Maseno University

Bachelor of Arts, Information Technology

2016 - 2022

Grade: Second Class Honors (Upper Division)

Completed a Bachelor of Arts degree with a focus on Information Technology, achieving Second Class Honors (Upper Division). Developed skills in IT and customer service, preparing for a career in technical support and customer relations.