Open to opportunities

mildred warambo

@mildredwarambo

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Customer-focused Chat Support Specialist with extensive customer service experience.

Kenya

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What I'm looking for

I am seeking a role that values customer experience and offers growth opportunities.

As a dedicated Chat Support Specialist, I bring over a year of experience in chat moderation and more than seven years in customer service and sales. My expertise lies in efficiently handling customer inquiries and resolving issues while providing empathetic support. I pride myself on my strong communication skills and my ability to foster positive relationships with clients.

Currently, I work as a Chat Moderator at Cloud Workers, where I maintain a customer satisfaction rating of over 95%. My role involves real-time customer support via live chat, ensuring a safe and professional online environment. I also have experience as a Marketing Executive at CIC Insurance Group, where I excelled in delivering exceptional customer service and training new team members on effective interaction strategies.

Experience

Work history, roles, and key accomplishments

Current

Marketing Executive

Current

CIC Insurance Group

Jan 2018 - Present (7 years 6 months)

Delivered exceptional customer service, ensuring a smooth sales and after-sales experience. Assisted customers in understanding insurance products and policies, handling inquiries with clarity and patience. Trained and mentored new team members on effective customer interaction strategies.

Customer Service Sales CRM Tools Client Relationship Management Training

Current

Chat Moderator

Current

Cloud Workers

Feb 2023 - Present (2 years 5 months)

Provided real-time customer support via live chat, ensuring prompt issue resolution. Moderated chat interactions to maintain a safe, professional, and compliant online environment. Maintained a 95%+ customer satisfaction rating through efficient and friendly communication.

Live Chat Customer Support Troubleshooting Zendesk

Part-Time English Tutor

Great Lakes University Kenya

Jan 2017 - Jan 2019 (2 years)

Provided English language tutoring, enhancing students' written and verbal communication. Developed interactive lesson plans to improve customer service-related communication skills. Assessed student progress and provided constructive feedback for better language proficiency.

Lesson planning Communication Skills Assessments Feedback

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Arts (BA), Journalism and Communication Studies

Studied Journalism and Communication Studies at the University of Nairobi, focusing on various aspects of media and communication. Gained comprehensive knowledge in journalistic practices and communication theories.

The Technical University of Kenya

Higher National Diploma, Communication and Media Studies

Completed a Higher National Diploma in Communication and Media Studies at The Technical University of Kenya. Developed skills in various media platforms and communication strategies.

College of Insurance

Executive Certificate of Proficiency, Insurance

Obtained an Executive Certificate of Proficiency in Insurance from the College of Insurance, Nairobi. This program provided specialized knowledge in insurance principles and practices.

Towernet Computer College

Certificate, Basic Information Technology

Completed a Certificate in Basic Information Technology at Towernet Computer College. This course provided foundational knowledge in information technology.