Open to opportunities

Sandra Murah

@sandramurah

Message

I resolve high-volume customer issues across phone, email, and chat while improving satisfaction and response times.

Kenya

Message

What I'm looking for

I'm looking for a fast-paced customer support or client success role where I can resolve customer issues across phone, email, and chat, contribute to strong CSAT and SLA performance, and grow my support and virtual assistance skills.

At eVirtualAssistants, I own resolution of 100+ daily inbound tickets across Gorgias and Slack, sustaining 95%+ CSAT through active listening, empathy, and swift first-contact resolution. I deliver email, chat, and phone support while reducing average handle time and response time by 20%.

I've also supported 150+ retail customers daily at Oasis Outsourcing and generated qualified B2B interest through high-volume outreach at TTEC. I bring calm, organized customer care, bilingual English/French communication, CRM accuracy, and confident complaint resolution to fast-paced support environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

eVirtualAssistants

Sep 2025 - Present (11 months)

Resolved 100+ daily inbound tickets across Gorgias and Slack, sustaining 95%+ CSAT through active listening and swift first-contact resolution. Delivered multi-channel support, cutting average handle time and response time by 20% while maintaining SLA compliance.

Retail Sales Assistant

Oasis Outsourcing

Jan 2025 - Sep 2025 (8 months)

Provided face-to-face customer service to 150+ customers daily, using POS/CRM systems to process orders, resolve complaints, and identify upselling opportunities, lifting satisfaction scores by 15%. Applied patience and sound judgment to de-escalate difficult conversations and support service recovery.

POS systems CRM Systems Order Processing Complaint Resolution Upselling Cross Selling De escalation Service Recovery Reporting Accuracy Time Management Customer Service

Cold Caller — Prospect Outreach

TTEC

Sep 2024 - Dec 2024 (3 months)

Initiated 70+ outbound B2B calls daily, using empathy and consultative questioning to generate qualified prospect interest. Maintained SLA-aligned call quotas and quality assurance standards while managing lead tracking and CRM updates.

Outbound Calling B2B Sales Lead Generation Consultative Selling Empathy Active Listening CRM Systems Quality Assurance SLA Documentation

Cold Caller — Outbound Lead Generation

TTEC

Feb 2023 - Sep 2024 (1 year 7 months)

Executed 80+ high-volume outbound calls daily, using persuasive communication to qualify leads and secure appointments. Overcame objections through active listening and empathy, contributing to a 10% uplift in conversion rate.