Open to opportunities

Miss Muroki

@missmuroki

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I resolve high-volume omnichannel customer issues while improving satisfaction, retention, and response workflows.

Kenya

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What I'm looking for

I'm looking for a customer support role where I can resolve complex omnichannel issues, improve workflows, use CRM tools effectively, and help customers feel heard through clear, empathetic communication.

At Mofarm Fruits Exporters, I resolve 40+ customer inquiries daily across phone, email, and live chat, maintaining a 98% first-contact resolution rate.

I de-escalate high-pressure complaints through active listening and empathy, turning 92% of frustrated callers into loyal brand advocates. I also educate global clients on product features and self-service tools, reducing repeat support tickets by 15%.

I improve support operations by maintaining accurate CRM records, reporting customer journey pain points, and creating 15+ email macros that reduced customer wait times by 20%.

Previously, I coordinated front-office communications and appointments at Columbia Africa and created visual brand and marketing assets at Signcity Kenya. I bring experience with Zendesk, Salesforce CRM, live chat, business SMS, WhatsApp Business API, and Adobe Creative Cloud.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

Mofarm Fruits Exporters

Feb 2024 - Aug 2026 (2 years 6 months)

Resolved 40+ multi-channel inquiries daily, maintaining a 98% first-contact resolution rate and de-escalating high-pressure complaints. Streamlined workflows and educated clients on product features, reducing repeat tickets by 15%.

Zendesk Multi Line Phone Systems WhatsApp Business API Microsoft Office 365 Google Workspace Slack Loom De escalation Customer Journey Mapping First Contact Resolutions Technical Troubleshooting Active Listening Emotional Intelligence Self Management

Front Desk Receptionist

Columbia Africa

Jan 2022 - Dec 2023 (1 year 11 months)

Optimized front-office operations and managed 80+ daily communications, ensuring zero missed inquiries. Partnered with internal teams to improve information flow and reduce administrative errors by 12%.

Microsoft Office 365 Google Workspace Slack Data Entry Front Office Operations Active Listening Emotional Intelligence Self Management

Creative Designer

Signcity Kenya

Aug 2017 - Dec 2019 (2 years 4 months)

Orchestrated digital redesigns of client visual ecosystems, increasing brand awareness by 25%. Prepared production-ready files and analyzed market trends to deliver high-conversion campaigns.

Figma Adobe Creative Cloud Illustrator Photoshop InDesign Canva Brand Development Market Strategy

Graphic Design Intern

Signcity Kenya

Apr 2017 - Jun 2017 (2 months)

Assisted the Creative Director in executing marketing collateral and managed client feedback loops via email. Collaborated with cross-functional teams to meet production deadlines.

Figma Adobe Creative Cloud Illustrator Photoshop InDesign Canva Client Liaison