Open to opportunities

Michelle Gichuka

@michellegichuka

Message

I resolve high-volume customer inquiries across phone, email, and chat.

Kenya

Message

What I'm looking for

I'm looking for a customer service or client support role where I can manage high-volume phone and email inquiries, resolve customer issues accurately, meet service KPIs, and contribute to stronger workflows and customer satisfaction.

I've supported high-volume customer service operations at Solvo Global and Call Centre International, managing phone and email inquiries while owning queues through resolution.

At Solvo Global, I monitored response queues, maintained ASA and TAT targets, verified customer documentation, logged CRM cases, and delivered complete follow-ups. I also analysed recurring complaints and shared workflow recommendations to improve customer satisfaction and NPS.

At Call Centre International, I handled more than 100 customer calls daily alongside follow-up email queues. I achieved 95%+ customer satisfaction through clear written decisions, direct issue resolution, and accurate handling of confidential client information.

I'm comfortable working across fast-paced, hybrid support environments where accuracy, discretion, prioritisation, and reliable follow-through matter.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Solvo Global

Feb 2025 - Jan 2026 (11 months)

Managed dual-channel interactions via phone and email in a hybrid team setting, taking ownership of personal queues and monitoring response queues to meet KPIs. Reviewed and verified customer documentation, maintained accurate records, and analyzed recurring complaints to improve customer satisfaction.