Mercy Kithinji
@mercykithinji
Quality assurance executive with strong customer service expertise.
KenyaWhat I'm looking for
I am a dedicated quality assurance executive and customer service representative with extensive experience in enhancing customer satisfaction and maintaining high-quality standards. My career spans various roles where I have successfully managed customer interactions, trained staff, and implemented quality assurance procedures. I thrive in environments that challenge my problem-solving skills and allow me to contribute to team success.
Throughout my career, I have worked with reputable organizations such as Apollo Agriculture and Kenya Charity Sweepstake, where I monitored call center interactions and provided valuable feedback to improve service quality. My ability to handle customer inquiries effectively and manage administrative tasks has been instrumental in achieving organizational goals. I am passionate about continuous learning and development, always seeking opportunities to enhance my skills and contribute positively to my team.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Most Fit Physiotherapy Center
May 2024 - Present (1 year)
Responsible for handling calls, emails, and social media inquiries. Managed insurance claim forms, booked appointments for clients, and oversaw office petty cash.
Quality Assurance Executive
Apollo Agriculture
Dec 2023 - Apr 2024 (4 months)
Monitored and evaluated call center interactions, made outbound CSAT calls, and provided feedback to representatives on their performance. Educated farmers about company products.
Quality Assurance Executive
Kenya Charity Sweepstake
May 2022 - Mar 2023 (10 months)
Conducted customer service training and maintained quality assurance documentation. Assessed customer interactions for adherence to quality standards.
Customer Service Representative
Mkopa
Feb 2021 - Apr 2022 (1 year 2 months)
Responded to customer inquiries via calls, identified customer needs, and handled complaints with appropriate solutions and follow-ups.
Customer Service Associate
Lynk Kenya
Feb 2020 - Apr 2020 (2 months)
Coordinated orders from inquiry to delivery, managed communications, and used customer feedback to improve procedures.
Customer Service Representative
Pevans East Africa
Nov 2016 - Oct 2019 (2 years 11 months)
Provided product and service information, resolved customer issues via phone and social media, and ensured customer satisfaction.
Personal Assistant
Hyoung and Company East Africa
Mar 2013 - Aug 2016 (3 years 5 months)
Maintained diaries, screened calls, organized meetings, and managed document classification and filing.
Education
Degrees, certifications, and relevant coursework
Kenya Industrial Training Institute
Diploma, Business Administration
2007 - 2009
Grade: Credit
Completed a Diploma in Business Administration, focusing on various aspects of business management and administration.
Availability
Location
KenyaAuthorized to work in
Job categories
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