Joy Mwangi

I’m a dedicated, results-driven Customer Service Representative with over five (5) years of experience delivering outstanding service in high-volume customer-centric environments. I’m known for strong communication, empathy, and problem-solving while maintaining professionalism that supports customer retention. At Premier Credit Kenya, I handled high-volume inquiries about loan status, balances, fees, and loan products. I maintained an average First-Contact Resolution (FCR) rate of 88% and achieved a 99% accuracy rating in internal audits for logging customer data, account balances, and fee documentation into CRM systems. As a Collection Officer at Premier Credit Kenya, I followed up on overdue payments and negotiated beneficial repayment plans with confidentiality and empathy. I preserved over 90%+ of accounts flagged for closure, ranked in the top 10% of the collections team by exceeding monthly debt recovery targets by an average of 12%, and rehabilitated over 45 overdue accounts per month. Earlier, at Call Center International (Metro by T-Mobile), I provided accurate information across products, policies, and services. I consistently achieved 90% Customer Satisfaction (CSAT) while managing 50+ customer support tickets daily, and I reduced team escalations by 10% by updating internal CRM knowledge-base articles.