Open to opportunities

Maureen Njoroge

@maureennjoroge

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Customer service professional with five years of experience.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated customer service professional with five years of experience in delivering exceptional service and driving customer retention. My expertise lies in active listening, problem-solving, and providing support across various channels, including face-to-face, phone, and email. I pride myself on being well-organized, reliable, and capable of multitasking effectively while working collaboratively to enhance customer satisfaction.

Currently, I work as a Customer Retention and Self-Service Associate at CCI Kenya, where I engage with customers regarding renewals and cancellations, promote self-service options, and document interactions in our CRM system. My previous experience includes roles as a Customer Service Representative and a Social Media Marketer, where I honed my skills in conflict resolution, data analysis, and report writing. I am passionate about using my skills to improve customer experiences and contribute to organizational success.

Experience

Work history, roles, and key accomplishments

Current

Customer Retention and Self-Service Associate

Current

CCI Kenya - Britam Insurance

Oct 2021 - Present (3 years 8 months)

Responsible for contacting customers regarding renewals and cancellations, addressing concerns, and promoting self-service options. Engaged in resolving complaints and documenting interactions in the CRM while identifying upsell opportunities and preparing performance reports.

Customer Relationship Management Problem Solving Customer Engagement Data Analysis performance reporting Conflict Resolution Digital Transformation Multitasking Empathy

Customer Service Representative

CCI Kenya - Mshwari Campaign

Mar 2021 - Aug 2021 (5 months)

Handled customer interactions regarding past due accounts, negotiated payment solutions, and educated clients on timely loan repayments. Managed complaints and worked towards meeting performance targets and KPIs.

Customer Service Negotiation Conflict Resolution Complaint Handling Performance Targeting Communication Skills Time Management Customer Education Empathy

Social Media Marketer

Zicnet Technologies Limited

Jan 2017 - Jan 2018 (1 year)

Created and shared engaging content on social media to attract customers, managed paid ads, and collaborated with influencers. Monitored social media performance and adjusted strategies based on client interactions.

Social Media Marketing Content Creation Paid Advertising Brand Awareness Performance Monitoring Trend Analysis Customer Engagement Communication Skills

Education

Degrees, certifications, and relevant coursework

Kabete Technical Training Institute

Diploma, Information Communication Technology

2010 - 2011

Completed a Diploma in Information Communication Technology, focusing on various aspects of ICT including technical skills and practical applications.