Monicah Mashua
@monicahmashua
Dedicated customer service professional with over 10 years of experience.
KenyaWhat I'm looking for
I am a dedicated Customer Service Professional with over 10 years of experience in delivering exceptional support and ensuring customer satisfaction. My expertise lies in handling high-volume inquiries and resolving issues efficiently while maintaining a positive company image. I am adept at utilizing CRM software, such as Zendesk and Salesforce, to enhance customer interactions and streamline processes.
Throughout my career, I have managed an average of 30+ customer inquiries daily, ensuring timely and accurate responses. My role at World Vision has allowed me to contribute to process improvements based on customer feedback, while my previous experience at Macharia – Mwangi & Co. Advocates enabled me to achieve a 90% first-contact resolution rate for client queries. I take pride in my strong problem-solving skills and my ability to manage high-stress situations calmly, which has been crucial in delivering high-quality service to clients.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
World Vision
Jan 2022 - Present (3 years 4 months)
Managed an average of 30+ customer inquiries daily via phone, email, and live chat, ensuring timely and accurate responses. Resolved customer complaints, leading to increased customer satisfaction. Assisted in training new team members on company policies and customer service protocols.
Customer Support Associate
Macharia – Mwangi & Co. Advocates
Jun 2018 - Jan 2022 (3 years 7 months)
Provided specialized client support in legal services, achieving a 90% first-contact resolution rate. Collaborated with the legal team to identify client needs, contributing to a 10% revenue increase. Maintained accurate records within Salesforce CRM.
Customer Care Support Person
Kenya Broadcasting Corporation
Mar 2012 - Aug 2016 (4 years 5 months)
Managed customer inquiries and provided professional assistance via various channels. Resolved complaints and coordinated with departments for timely responses. Maintained a knowledge base of products and services.
Education
Degrees, certifications, and relevant coursework
UNUniversity of Nairobi
Certification, Customer Service
2014 - 2014
Achieved certification as a Certified Customer Service Professional (CCSP), demonstrating expertise in customer service best practices and standards.
UNUniversity of Nairobi
Diploma, Customer Relationship Management
2011 - 2011
Completed a Diploma in Customer Relationship Management, enhancing skills in managing customer interactions and improving service delivery.
UNUniversity of Nairobi
Bachelor of Business Administration, Business Administration
2004 - 2008
Completed a Bachelor of Business Administration, focusing on various aspects of business management, finance, and customer relations.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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