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mary musyoki
Looking for a jobCustomer Service Representative
I deliver high-volume omnichannel customer support, resolving payment issues and improving customer satisfaction.
KenyaCustomer Service Representative at Brunt Work
About
I've supported global customers at Brunt Work, Sendwave, and Teleperformance Kenya, handling high-volume phone, email, chat, and WhatsApp inquiries across customer service and digital payments.
At Sendwave, I resolved sensitive cross-border payment, billing, and account security issues, negotiated refunds, and helped reduce ticket escalations by 20%. I also mentored new representatives, contributing to 95% SLA adherence for three consecutive months.
In my current work, I maintain accurate records across Zendesk, Salesforce, Gorgias, and HubSpot while driving proactive follow-up that increased CSAT by 25%. As a freelance executive assistant, I also coordinate calendars, scheduling, client communications, and CRM pipelines across time zones.
Experience
Customer Service Representative
Served as first point of contact for a global client base, managing high-volume phone, email, and chat inquiries. Maintained accurate CRM records and drove a 25% increase in CSAT through proactive communication.
ZendeskSalesforceGorgiasCRMCustomer SupportCommunication SkillsCSAT Improvement
Executive Assistant & Appointment Setter
Managed phone, email, and calendar communications for clients across multiple time zones. Maintained accurate CRM records and coordinated scheduling with 100% data integrity.
SchedulingCalendar ManagementCRMCommunication SkillsData Integrity
Education
Kenyatta University
Bachelor of Commerce in Finance from Kenyatta University, Nairobi, Kenya.