Mwebia Hilda
@mwebiahilda
Customer-focused service representative delivering empathetic, efficient support and process improvements.
KenyaWhat I'm looking for
I am a results-driven customer service professional with over two years of experience delivering high-quality support across phone, email, and live chat.
At Techno Brain in Nairobi I consistently exceeded performance targets, maintained a 95% positive feedback score, and reduced complaint rates by 25% through focused issue resolution and process improvements.
I have hands-on experience with CRM and ticketing systems, strong communication and conflict-resolution skills, and a track record of mentoring new team members to uphold service standards.
I seek to bring my customer-obsessed mindset, attention to detail, and drive for efficiency to a team that values service excellence and continuous improvement.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Techno Brain
Jan 2023 - Present (3 years 5 months)
Provide multi-channel customer support handling high volumes of inquiries, improving satisfaction to a 95% positive feedback score and reducing complaint rates by 25% through process improvements and escalation management.
Education
Degrees, certifications, and relevant coursework
Udemy
Certificate, Human Resource Management
2024 - 2024
Activities and societies: Strengthened understanding of client relations and internal communication.
Completed a Certificate in Human Resource Management covering employee relations, workplace communication, and HR strategy.
Cascade Institute of Hospitality
Diploma in Culinary Arts, Culinary Arts
2021 - 2023
Activities and societies: Gained teamwork, discipline, and communication skills applicable in customer service settings.
Completed a Diploma in Culinary Arts with focus on hospitality management, customer relations, and service excellence.
Muthambi Girls High School
High School Diploma, General Secondary Education
2015 - 2019
Activities and societies: Excelled in leadership and communication activities.
Completed High School Diploma with emphasis on leadership and communication-based activities.
Availability
Location
KenyaAuthorized to work in
Job categories
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