Ruth Muma
@ruthmuma
Customer service specialist delivering empathetic support and measurable improvements in customer satisfaction.
KenyaWhat I'm looking for
I am a customer service specialist with four years of experience delivering exceptional support across phone, email, chat and social platforms.
I consistently adapt to fast-paced environments, handling inbound and outbound calls, troubleshooting issues, processing returns/refunds, and generating quotes for insurance and sales.
I have experience creating digital content and managing social channels using tools like Canva while driving customer engagement and loyalty.
I hold a Diploma in Journalism and Mass Communication and multiple certifications (Freshdesk, Vocal, EF SET C2), and I am committed to operational excellence and continuous improvement.
Experience
Work history, roles, and key accomplishments
Customer Support Agent
DOK Agency
Jul 2022 - Present (3 years 2 months)
Provide remote support for trucking customers by creating insurance quotes, selling policies, handling renewals, and managing inbound/outbound communications to ensure DOT authorization and client retention.
Social Media Manager
Florence Mureithi
Dec 2020 - Dec 2023 (3 years)
Managed remote content creation and publishing across Instagram, Facebook and YouTube using Canva and produced reels to grow engagement and maintain consistent brand presence.
JKCustomer Service Agent
Jumia Kenya
Jan 2022 - Aug 2022 (7 months)
Delivered multichannel customer experience via inbound/outbound calls, social media, chat and email, handling order verification and sales to support new and returning customers.
Customer Support Agent
LTV Plus
Jan 2022 - Aug 2022 (7 months)
Handled order replacements, refunds, returns, troubleshooting, account changes and verification across calls and messages to resolve customer issues and maintain service quality.
Customer Service Agent
Multichoice Kenya
Apr 2018 - Jul 2018 (3 months)
Conducted outbound outreach to reactivate dormant DSTV/GOTV accounts, troubleshot signal issues and communicated promotions to improve customer reactivation rates.
Public Communications Officer
Ministry of Information and Communications
Apr 2013 - Oct 2013 (6 months)
Supported public communications by drafting speeches, proofreading, updating the ministry website, assisting with press releases and organizing events to maintain public information flow.
Education
Degrees, certifications, and relevant coursework
MUMount Kenya University
Diploma, Journalism and Mass Communication
Completed a Diploma in Journalism and Mass Communication with coursework in media, reporting, and communications.
Ruchu Girls Secondary School
Kenya Certificate of Secondary Education, General Secondary Education
Completed secondary education and obtained the Kenya Certificate of Secondary Education.
Availability
Location
KenyaAuthorized to work in
Job categories
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