Open to opportunities

Pauline Wambui

@paulinewambui

Message

Telesales and customer support professional driving revenue, retention, and KPI performance.

Kenya

Message

What I'm looking for

I’m looking for a contact-center role where I can own inbound/outbound sales, improve first-call resolution, and use CRM dashboards to exceed targets—while strengthening customer retention and maintaining accurate CRM data.

I’m a results-driven Telesales and customer service professional with 7+ years in high-volume contact center environments. I consistently exceed sales targets—reaching 110% monthly targets—and I grow accounts by increasing average revenue per customer through cross-selling and upselling. I’m equally focused on customer outcomes: I’ve achieved 95%+ retention, delivered 100% first-call resolution in my telesales work, and maintained 98% CRM data accuracy.

I’ve built strong performance through disciplined KPI monitoring using CRM dashboards, and I’m experienced with Zendesk and Salesforce, plus Zoho CRM for customer and ticket management. In parallel, I improve operational speed and quality—reducing refund processing time by 20% through cross-team collaboration—and I handle inbound and outbound lead conversion, pipeline management, and complaint resolution end-to-end. I also bring administrative and HR support experience from an internship at KEPSA, strengthening my reporting, documentation, and coordination skills.

Experience

Work history, roles, and key accomplishments

Telesales Officer

M-KOPA

Nov 2021 - Sep 2025 (3 years 10 months)

Achieved 110% of monthly sales targets through inbound and outbound lead conversion, increasing average revenue per customer by 15% via cross-selling. Maintained 98% CRM data accuracy, delivered 100% first-call resolution, and reduced refund processing time by 20% through cross-team collaboration.

Lead Conversion Sales Outbound Cross Selling Zendesk Salesforce First Call Resolution Sales Outbound

Customer Service Representative

Silver-dean Group Of Companies

Jan 2021 - Oct 2021 (9 months)

Managed 100+ daily calls using ticketing systems while maintaining 90%+ customer satisfaction and increasing repeat customer engagement by 12%. Generated $5,000 additional monthly revenue through upselling while ensuring 100% accurate data capture and CRM updates.

Customer Support Ticketing Systems Upselling CRM Customer Satisfaction Data Entry

Telesales / Customer Officer

Horizon Contact Centers

May 2016 - Mar 2019 (2 years 10 months)

Exceeded sales quotas by 15–20% consistently and achieved 95% customer retention. Reduced record errors by 25% through improved CRM documentation and supported team performance tracking and coaching.

Sales Quota Customer Retention KPI Tracking Coaching Lead Management

HR & Admin Intern

Kenya Private Sector Alliance (KEPSA)

Apr 2015 - Sep 2015 (5 months)

Coordinated office operations and maintained compliance records while drafting reports and managing correspondence. Supported recruitment documentation and HR processes, improving accuracy of HR-administrative documentation.

HR & Administration & Compliance Report Writing Correspondence Management Office Operations Data Entry

Education

Degrees, certifications, and relevant coursework

Thika Institute of Business Studies

Bachelor’s Degree in Human Resource Management, Human Resource Management

Earned a Bachelor’s degree in Human Resource Management at Thika Institute of Business Studies. Built foundational HR knowledge relevant to workforce and employee management.