Open to opportunities

Murugi Winny

@murugiwinny

Message

Dependable customer service professional delivering empathetic, KPI-driven support and quality assurance.

Kenya

Message

What I'm looking for

I seek a remote-ready customer service or quality role where I can improve customer satisfaction, exceed KPIs, coach teams, and contribute to process improvements.

I am a courteous customer service specialist with over four years' experience delivering high-quality support across phone, email, and chat channels. I consistently meet and exceed KPIs, maintain accurate documentation, and use CRM systems like Zendesk, Salesforce and Aircall to resolve inquiries efficiently.

Currently a Quality Analyst, I audit interactions, provide feedback and training, and support performance-improvement initiatives while ensuring compliance with data-protection guidelines. I adapt quickly to changing processes, collaborate across teams to resolve escalations, and bring strong attention to detail and empathy to every customer interaction.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Teleperformance Kenya

Aug 2024 - Present (1 year 3 months)

Audit customer interactions to ensure compliance with client standards and accuracy, provide feedback and training to improve service delivery, and document findings to support business performance improvements.

Quality Assurance Coaching Feedback Documentation Performance Improvement Data Protection CRM

Customer Support Agent

Teleperformance Kenya

Oct 2021 - Jul 2024 (2 years 9 months)

Delivered multi-channel customer support via phone, email, and chat, consistently met KPIs for response time and satisfaction, and resolved escalations while maintaining accurate CRM records.