Open to opportunities

mercy maina

@mercymaina1

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Self-driven professional with expertise in customer service and sales.

Kenya

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What I'm looking for

I am looking for a role that values customer engagement and offers growth opportunities in a dynamic environment.

I am a self-driven professional with proven experience in credit regulation, customer care service, and customer relationship management. My strong communication and negotiation skills have enabled me to establish credit limits and ensure timely payments. I thrive in dynamic environments, utilizing my attention to detail and computer competencies to drive results.

Currently, I work in digital sales and marketing at Jubilee Health Insurance, where I engage customers through online platforms and manage social media content strategies. My previous role as a Customer Service Executive at Britam honed my ability to provide exceptional service and maintain client satisfaction. I am passionate about fostering positive workplace culture and developing human capital.

Experience

Work history, roles, and key accomplishments

Current

Digital Sales and Marketing

Current

Jubilee Health Insurance

Apr 2024 - Present (1 year 5 months)

Engaged with customers through online communities and forums, responding to inquiries and fostering relationships. Created and executed engaging content strategies across platforms like Facebook, Instagram, and LinkedIn to boost brand visibility and engagement.

Customer Engagement Social Media Management Paid Advertising Google Ads CRM

Current

Customer Service Executive

Current

Britam

May 2021 - Present (4 years 4 months)

Enthusiastically offered service to clients contacting Britam, using advanced communication skills to control calls and meet set goals. Provided clear, accurate, timely, and professional communications to callers in a courteous manner.

Customer Service Communication Skills CRM

Customer Care Agent and Debt Collector Agent

CCI Kenya

Aug 2019 - Present (6 years 1 month)

Served as a Debt Collector Agent for Mshwari loans, advising customers on payment strategies and benefits of timely payments. Educated customers on saving in Mshwari lock savings accounts and assisted with CRB details.

Debt Collection Customer Care CRM

Human Resource Intern

Unity for Human Economic and Social Organization

Sep 2018 - Present (7 years)

Advised prospective employees on tips for gaining employment with the organization and conducted recruitments with new groups. Managed office filing and record keeping.

Recruitment Office Administration Record keeping Human Resources Employee Advising

Credits Officer

Unity for Women Economic and Social Organization

Sep 2017 - Present (8 years)

Recruited and mobilized new groups into the organization, successfully bringing in 15 groups. Approved and rejected loans based on available data, calculated and set loan interest rates, and ensured compliance with lending procedures.

Credit Analysis Loan Approval Debt Recovery Negotiation

Education

Degrees, certifications, and relevant coursework

Kiambu Institute of Science and Technology

Diploma, Human Resource Management

2016 - 2019

Completed a diploma program focusing on human resource management principles and practices. Gained knowledge in recruitment, employee relations, and organizational development.

Rurigi High School

Kenya Certificate of Secondary Education, General Studies

2011 - 2014

Completed secondary education, acquiring foundational knowledge across various subjects. Developed strong academic skills and prepared for further studies.