TMTecla Muasya
@teclamuasya
Results-driven customer service representative with project management expertise.
KenyaWhat I'm looking for
I am a results-driven professional with extensive experience in customer service, operations, and project management. My proven expertise in managing client relationships and implementing change processes has allowed me to deliver exceptional results in fast-paced, global environments. I am proficient in CRM tools and skilled at streamlining workflows to enhance customer satisfaction and operational efficiency.
Currently, I serve as a Customer Service Representative at Cyberbacker, where I act as the primary client contact, ensuring exceptional service and resolution of inquiries. My role involves managing customer onboarding and guiding clients through transitions, ensuring seamless implementation of tailored solutions. I have successfully driven a 15% improvement in customer retention through effective use of CRM software and collaboration with cross-functional teams.
Previously, I worked at the German Medical Center, where I supported the onboarding and integration of clients into healthcare packages, contributing to a 20% increase in patient satisfaction scores. My adaptability to international work environments and passion for innovation have been key to my success in enhancing client satisfaction and loyalty.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Cyberbacker
Oct 2020 - Present (4 years 7 months)
Act as a primary client contact, ensuring exceptional customer service and resolution of inquiries, complaints, and service issues. Manage customer onboarding and guide them through transitions, ensuring seamless implementation of tailored solutions. Collaborate with cross-functional teams to enhance client satisfaction and loyalty.
Customer Service Representative
German Medical Center
Sep 2018 - Aug 2020 (1 year 11 months)
Supported onboarding and integration of clients into healthcare packages, ensuring compliance with organizational and regulatory policies. Served as the primary client liaison for scheduling and inquiries, contributing to a significant increase in patient satisfaction scores. Proactively resolved escalated issues and conducted training sessions with patients.
Education
Degrees, certifications, and relevant coursework
Google Digital Garage
Certificate, Ui/Ux Design
2024 - 2024
Pursuing a Certificate in Ui/Ux design, focusing on user interface and user experience design principles.
Google Digital Garage
Certificate, Digital Marketing
2023 - 2023
Completed a Certificate in Fundamentals of Digital Marketing, learning essential digital marketing strategies and tools.
Kiriri Women's University of Science and Technology
Diploma, Business Administration
2018 - 2020
Completed a Diploma in Business Administration and Management, focusing on essential business principles and practices.
Kiriri Women's University of Science and Technology
Certificate, Business Administration
2018 - 2018
Completed a Certificate in Business Administration and Management, covering foundational business concepts and skills.
Moi Girls High School - Kibwezi
High School Diploma, General Education
2012 - 2015
Achieved a High School Diploma, completing a comprehensive secondary education program.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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