musau martin
@musaumartin
I resolve high-volume customer issues across chat, email, voice, and social channels.
KenyaWhat I'm looking for
I've supported customers at Simple Life, Teleperformance Kenya, CCI Kenya, and Airtel Kenya, resolving high-volume inquiries across chat, email, voice, and social media. I focus on clear communication, fast resolution, and accurate customer records.
At Simple Life, I resolve 100+ customer inquiries weekly and achieved a 95% resolution rate for billing issues while improving customer satisfaction by 20%. I use CRM tools and established procedures to reduce response times and protect confidential customer information.
At Teleperformance Kenya, I handled 200+ weekly interactions and maintained a 95% satisfaction rate. I also resolved complex issues with a 90% first-contact resolution rate, helping reduce escalations by 25%.
My background includes quality assurance, KYC agent training, upselling, technical troubleshooting, calendar management, email handling, and research. I'm eager to bring dependable customer support and administrative coordination to a dynamic team that values excellence and innovation.
Experience
Work history, roles, and key accomplishments
Customer Support Agent
Simple Life
Dec 2024 - Present (1 year 8 months)
Resolved 100+ customer inquiries weekly via chat and email, achieving a 95% resolution rate for billing issues and improving customer satisfaction by 20%. Maintained 100% accurate customer records while ensuring strict adherence to confidentiality policies.
Customer Service Representative
Teleperformance Kenya
Nov 2023 - Nov 2024 (1 year)
Handled 200+ customer interactions weekly across voice, chat, email, and social media channels, maintaining a 95% satisfaction rate. Resolved 50+ complex customer issues monthly with a 90% first-contact resolution rate and reduced escalations by 25%.
Call Center Agent
CCI Kenya
Jan 2023 - Jul 2023 (6 months)
Responded to 100+ inbound and outbound customer calls weekly, resolving 90% of concerns on the first contact and improving customer satisfaction scores by 15%. Identified upselling opportunities that contributed to a 10% increase in monthly sales revenue.
Customer Care Executive & Quality Analyst
Airtel Kenya
Jan 2020 - Dec 2022 (2 years 11 months)
Contacted 200+ customers weekly regarding line updates and renewals, achieving a 95% renewal rate and improving customer retention by 15%. Conducted training sessions and audits for 20+ KYC agents, ensuring 100% adherence to quality standards.
Education
Degrees, certifications, and relevant coursework
Kenyatta University
Bachelor of Business Management, Supply Chain Management
2012 - 2015
Pursued a Bachelor of Business Management with a focus on Supply Chain Management.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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