Agnes Nyambura.

About

With a Bachelor's Degree in Development Studies from Jomo Kenyatta University of Agriculture and Technology, I have honed my skills in customer service and sales over several years. As a Customer Support Specialist at Urban Coffee Mixx, I enhanced customer service quality by updating training materials and managing queries, reducing response times by 30% and boosting satisfaction by 22%. I effectively utilized CRM tools like Salesforce and Zoho, and led virtual team meetings to cut project delays by 20%. Previously, as a Sales Associate at Work and Talk Communication, I managed over 120 customer interactions daily, implemented a successful referral program, and improved first call resolution by 10% using Zendesk. I am set to expand my expertise with a Virtual Assistant course at ALX Academy in 2024. My proactive approach and technical proficiency ensure high-quality results and customer satisfaction.

Experience

• Customer Support Specialist · Urban Coffee Mixx02-01-2021 – 04-01-2024

  Enhanced quality customer service by updating existing training materials and guides, which contributed to an in-depth understanding of customer onboarding processes. Managed customer queries over live chat reducing average response time by 30%. Increased customer satisfaction levels by 22% by introducing Monday as a customer’s feedback system which ensured pro-active problem-solving. Utilized Salesforce and Zoho CRM software to track issues and ensure timely closure. Independently created a daily schedule using Asana to manage multiple customer accounts simultaneously resulting in delivering high quality results on time. Led weekly virtual team meetings via Zoom, effectively communicating project updates and resolving issues promptly, resulting in 20% reduction in project delays.

• Sales Associate · Work and Talk Communication03-01-2018 – 04-01-2020

  Managed 120+ customer calls each day as well as handling customer questions and complaints by phone, email, and chat platforms. Implemented referral program, which increased customer base by 20% in seven months. Answered questions about company product lines as well as sharing pricing details and discounts with customers. Improved first call resolution by a 10% rate through effective troubleshooting. Utilized Zendesk software efficiently, ensuring fast and smooth customer service.

• Customer Support Representative · Urban Coffee Mixx02-01-2021 – 04-01-2024

  • Enhanced quality customer service by updating existing training materials and guides, which contributed to an in-depth understanding of customer onboarding processes. • Managed customer queries over livechat reducing average response time by 30% • Increased customer satisfaction levels by 22% by introducing Monday as a customer’s feedback system which ensured pro-active problem-solving. • Utilized Salesforce and Zoho CRM software to track issues and ensure timely closure. • Independently created a daily schedule using Asana to manage multiple customer accounts simultaneously resulting in delivering high quality results on time. • Led weekly virtual team meetings via zoom, effectively communicating project updates and resolving issues promptly, resulting in 20% reduction project delays.

• Sales Associate/Customer Support Representative · Work and Talk Communication09-01-2019 – 04-01-2020

  • Managed 120+ customer calls each day as well as handling customer questions and complaints by phone, email and chat platforms. • Implemented referral program, which increased customer base by 20% in seven months. • Answered questions about company product lines as well as sharing pricing details and discount with customers. • Improved first call resolution by a 10% rate through effective troubleshooting. • Utilized Zendesk software efficiently, ensuring fast and smooth customer service.

Education

• Jomo Kenyatta University of Agriculture and TechnologyBachelor’s Degree, Development studies
• ALX AcademyVirtual Assistant

Similar talent on Pangea

Jessica O.Customer Support | Virtual AssistantLagos, NigeriaEsther W.Virtual Executive Assistant & CRM/Marketing Automation Specialist | Nairobi, KenyaNairobi, KenyaCandyAnne K.Experienced Administrative and Customer Service ProfessionalPatience K.Virtual Assistant | Expertise in Admin Support, social media management and customer support