Priscilla Irungu
@priscillairungu1
I resolve customer issues across phone, email, chat, and social support channels.
KenyaWhat I'm looking for
At Teleperformance Kenya, I handle high-volume customer interactions across phone, email, live chat, social media, and Zoom, resolving order, payment, refund, account access, and post-purchase concerns within SLA requirements.
Previously at Jumia Kenya, I supported customers remotely through inbound service and outbound follow-ups, managed Zendesk tickets, tracked customer pipelines, investigated root causes, and identified appropriate upselling opportunities.
I've maintained 90%+ CSAT for 12 consecutive months, reduced average handling time by 15%, and ranked in the top 10% of agents for response time and quality across three consecutive quarters.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Teleperformance Kenya
Apr 2025 - Present (1 year 5 months)
Handles high-volume inbound and outbound customer interactions via phone, email, live chat, and social media. Resolves inquiries related to orders, payments, refunds, and account access while maintaining 90%+ CSAT and meeting SLAs and KPIs.
Education
Degrees, certifications, and relevant coursework
Mount Kenya University
Bachelor of Business Management, Business Management
2016 - 2019
Pursued a Bachelor of Business Management degree, gaining a strong foundation in business principles and management practices.
Chinga Girls High School
Kenya Certificate of Secondary Education, General Studies
2012 - 2015
Completed secondary education and obtained the Kenya Certificate of Secondary Education (KCSE).
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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