Open to opportunities

mercy lynn

@mercylynn

Customer service professional delivering exceptional client experiences, end-to-end issue resolution, and service process improvements.

Kenya

Message

What I'm looking for

I’m looking for a leadership-focused customer service role where I can drive team performance and organizational efficiency, using my end-to-end client issue resolution, bilingual communication, and remote-ready digital support strengths.

I’m a results-driven customer service professional with a Bachelor of Mass Communication and a strong record of delivering exceptional client experiences in fast-paced environments. Recognized as Best Customer Service Representative, I managed high-volume client interactions while maintaining top performance in client management, issue resolution, and documentation.

I’m comfortable working independently with minimal supervision—taking full ownership of end-to-end client interactions, maintaining detailed CRM records, producing regular performance reports, and proactively identifying recurring issues to improve processes. With fluent English and Swahili and a remote/digital communication mindset, I also bring hands-on experience from sales and marketing roles, plus journalism training, to support teams and elevate service standards.

Experience

Work history, roles, and key accomplishments

Current

Marketing Volunteer

Current

Buni Banda

Aug 2025 - Present (11 months)

Managed client communications and digital correspondence independently while maintaining professional written standards. Developed structured reports and content frameworks and handled documentation and independent project work.

Client Communication Written Communication Reporting Documentation

Customer Service Representative

CEA Media Africa Ltd

Feb 2023 - Nov 2023 (9 months)

Independently managed 30+ daily client interactions via phone, email, and digital channels, owning the process from first contact to resolution. Maintained CRM records and produced performance reports, recognized as Best Customer Service Representative for consistent, accurate, client-focused service delivery.

Customer Service Complaint Handling performance reporting Process Improvement Client Communication Documentation Phone Support Email Support Independent work Microsoft Office Google Workspace

Marketing Volunteer

Bereena Waters

Jan 2021 - Dec 2022 (1 year 11 months)

Independently handled client engagement, feedback collection, and correspondence with minimal direction. Compiled customer feedback reports and presented actionable recommendations to maintain and strengthen client relationships.

Client Engagement Feedback Collection Feedback Collection And Reporting Actionable Recommendations Client Relationship Management Written Communication Independent work

Sales Associate

Local Boutique

Sep 2018 - Dec 2019 (1 year 3 months)

Managed 40+ daily client interactions independently, handling inquiries, transactions, and complaints with professionalism. Consistently exceeded sales targets through attentive client engagement and strong service delivery.

Client Engagement Sales Inquiries Handling Transaction Processing Complaint Handling Customer Service Independent work

Intern

Kenya Broadcasting Corporation

May 2018 - Aug 2018 (3 months)

Supported editorial and administrative teams with research, content development, and documentation management. Built written communication skills across diverse media and correspondence formats.

Research Support Content Development Editorial Support Document Management Written Communication