mary musyoki
@marymusyoki1
I deliver high-volume omnichannel customer support, resolving payment issues and improving customer satisfaction.
KenyaWhat I'm looking for
I've supported global customers at Brunt Work, Sendwave, and Teleperformance Kenya, handling high-volume phone, email, chat, and WhatsApp inquiries across customer service and digital payments.
At Sendwave, I resolved sensitive cross-border payment, billing, and account security issues, negotiated refunds, and helped reduce ticket escalations by 20%. I also mentored new representatives, contributing to 95% SLA adherence for three consecutive months.
In my current work, I maintain accurate records across Zendesk, Salesforce, Gorgias, and HubSpot while driving proactive follow-up that increased CSAT by 25%. As a freelance executive assistant, I also coordinate calendars, scheduling, client communications, and CRM pipelines across time zones.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Brunt Work
Jan 2024 - Present (2 years 9 months)
Served as first point of contact for a global client base, managing high-volume phone, email, and chat inquiries. Maintained accurate CRM records and drove a 25% increase in CSAT through proactive communication.
Executive Assistant & Appointment Setter
Freelance
Jan 2023 - Present (3 years 9 months)
Managed phone, email, and calendar communications for clients across multiple time zones. Maintained accurate CRM records and coordinated scheduling with 100% data integrity.
Senior Customer Support Representative
Sendwave
Jul 2022 - Jan 2024 (1 year 6 months)
Negotiated refund requests and resolved sensitive account security and payment issues for cross-border digital payment customers. Led process improvements that reduced ticket escalations by 20% and mentored new representatives.
Customer Service Representative
Teleperformance Kenya
Oct 2020 - Jul 2022 (1 year 9 months)
Negotiated refund requests and managed high-volume phone and email inquiries. Maintained CRM data integrity and coordinated follow-ups in line with strict SLA targets.
Education
Degrees, certifications, and relevant coursework
Kenyatta University
Bachelor of Commerce, Finance
Bachelor of Commerce in Finance from Kenyatta University, Nairobi, Kenya.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Social media
Skills
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