Looking for a job

Rose Mburu

@rosemburu2

Customer Service Representative at Airnet Broadband Limited resolving customer concerns and supporting loyalty programs.

Kenya

Message

What I'm looking for

I'm looking for a full-time or part-time virtual role with flexible hours, including weekends and holidays.

At Airnet Broadband Limited, I handle customer concerns across inbound and outbound calls, troubleshoot billing and service issues, and follow up on complex cases. I also process payments and account updates, educate customers about product features, and support loyalty programs.

In virtual customer service and data support roles, I assisted customers by email, chat, and phone, maintained CRM records, and managed calendars and meeting schedules. At the Independent Electoral and Boundaries Commission (IEBC), I processed voter registration applications and guided the public through registration requirements.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Airnet Broadband Limited

Mar 2022 - Present (4 years 7 months)

Handled high volumes of inbound and outbound calls in a fast-paced call center, de-escalating irate customers with patience and empathy. Troubleshot billing, service, and product issues for first call resolution, met AHT, FCR, and CSAT targets, and identified upsell opportunities.

Salesforce Zendesk Ticketing Systems Live Chat Email Support Conflict Resolution Product Knowledge CRM Google Workspace Microsoft Office Zoom TeamViewer Any Desk

Data Entry and Support Assistant

Various Clients

Jan 2024 - Jan 2025 (1 year)

Entered and updated customer data with accuracy and confidentiality, forwarded unresolved issues to the right departments, and met deadlines consistently.

Data Entry Customer Support Confidentiality Organization Deadline Management

Customer Service Representative (Virtual)

Freelance

Jan 2021 - Jan 2023 (2 years)

Supported English-speaking customers by email, chat, and phone in the brand's tone, managed executive calendars, scheduled meetings, and kept CRM records accurate.

Email Support Live Chat Phone Support CRM Calendar Management Scheduling Digital File Organization

Cyber Attendant and Receptionist

Horizon Breeze College of ICT Studies and ICT Consultation

Aug 2019 - Jan 2020 (5 months)

Supported the IT department with troubleshooting and software and hardware upkeep, and contributed to IT projects that improved the college's technology solutions.

IT troubleshooting Software Maintenance Hardware Maintenance Project Contribution

Voter Registration Clerk

Independent Electoral and Boundaries Commission (IEBC)

Processed and verified voter registration applications in line with electoral regulations, guided the public through registration, and streamlined processes to reduce wait times.

Data Processing Verification Public Guidance Process Improvement