Millicent Mugo

Looking for a job

Customer Service Agent

Customer service professional at TalentPop, resolving e-commerce issues and turning customer feedback into helpful content.

KenyaCustomer Service Agent at TalentPop

About

At TalentPop, I answer questions about products and services, process orders, and help resolve customer issues. I also respond to reviews, track customer service metrics, and document knowledge in helpful content. Previously, I supported customers for Bolt through Majorel Kenya and Metro by T-Mobile through CCI Kenya. At Equity Bank Ltd., I worked in bancassurance relationship management, sales, and customer support.

Experience

Customer Service Agent
Answering questions about products and services, processing orders, resolving issues, and providing proactive customer outreach for an e-commerce agency.
Customer ServiceOrder ProcessingTroubleshootingCommunication SkillsKPI Tracking
Customer Relationship Specialist
Addressed rider and driver concerns for Bolt, ensuring customer satisfaction and achieving set KPIs and metrics.
Customer Relationship ManagementProblem SolvingCommunication SkillsKPI Achievement
Client Relationship Agent
Delivered exceptional customer experiences for Metro by T-Mobile, upsold products, resolved issues, and handled large volumes of calls professionally.
Customer ServiceUpsellingTroubleshootingCommunication Skills
Bancassurance Relationship Officer
Grew existing accounts in Bancassurance, conducted KYC, managed credit and payment collection, and trained bank personnel on insurance products.
BancassuranceSalesKYCCredit ManagementTraining
Customer Experience Officer
Opened accounts for walk-in customers, issued cards, and provided personalized service to ensure timely resolution of queries.
Customer ServiceAccount OpeningOperational Controls
Sales Agent
Sold current and savings accounts, educated customers on digital channels, and expedited resolution of customer problems.
SalesCustomer Relationship ManagementDigital BankingProblem Solving
Accounts/Audit Assistant
Verified invoices, prepared cash flows, reconciled accounts, and fulfilled general audit responsibilities.
AccountingAuditReconciliationsCash Flow Management
Accountant
Processed journal entries, reconciled accounts, prepared financial statements, and managed petty cash.
AccountingFinancial StatementsReconciliationsPetty Cash Management
Accounts/Audit Intern
Internship in accounts and audit at an audit firm registered with ICPAK.

Education

Moi University
Bachelor of Science in Entrepreneurship Studies from Moi University from 2012 to 2015.
Bachelor of Science in Entrepreneurship Studies from Moi University from 2012 to 2015.
Reach Out Computer College
Certificate in Computer Applications from Reach Out Computer College in 2011.
Certificate in Computer Applications from Reach Out Computer College in 2011.
Chuka Girls’ High School Kenya
Kenya Certificate of Secondary Education from Chuka Girls’ High School Kenya from 2007 to 2010.
Kenya Certificate of Secondary Education from Chuka Girls’ High School Kenya from 2007 to 2010.
Our Lady of Mercy Girls’ Primary School
Kenya Certificate of Primary Education from Our Lady of Mercy Girls’ Primary School from 1996 to 2006.
Kenya Certificate of Primary Education from Our Lady of Mercy Girls’ Primary School from 1996 to 2006.

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About

Experience

Customer Service Agent

Answering questions about products and services, processing orders, resolving issues, and providing proactive customer outreach for an e-commerce agency.

Customer ServiceOrder ProcessingTroubleshootingCommunication SkillsKPI Tracking

Customer Relationship Specialist

Addressed rider and driver concerns for Bolt, ensuring customer satisfaction and achieving set KPIs and metrics.

Customer Relationship ManagementProblem SolvingCommunication SkillsKPI Achievement

Client Relationship Agent

Delivered exceptional customer experiences for Metro by T-Mobile, upsold products, resolved issues, and handled large volumes of calls professionally.

Customer ServiceUpsellingTroubleshootingCommunication Skills

Bancassurance Relationship Officer

Grew existing accounts in Bancassurance, conducted KYC, managed credit and payment collection, and trained bank personnel on insurance products.

BancassuranceSalesKYCCredit ManagementTraining

Customer Experience Officer

Opened accounts for walk-in customers, issued cards, and provided personalized service to ensure timely resolution of queries.

Customer ServiceAccount OpeningOperational Controls

Sales Agent

Sold current and savings accounts, educated customers on digital channels, and expedited resolution of customer problems.

SalesCustomer Relationship ManagementDigital BankingProblem Solving

Accounts/Audit Assistant

Verified invoices, prepared cash flows, reconciled accounts, and fulfilled general audit responsibilities.

AccountingAuditReconciliationsCash Flow Management

Accountant

Processed journal entries, reconciled accounts, prepared financial statements, and managed petty cash.

AccountingFinancial StatementsReconciliationsPetty Cash Management

Accounts/Audit Intern

Internship in accounts and audit at an audit firm registered with ICPAK.

Education

Moi University

Bachelor of Science in Entrepreneurship Studies from Moi University from 2012 to 2015.

Reach Out Computer College

Certificate in Computer Applications from Reach Out Computer College in 2011.

Chuka Girls’ High School Kenya

Kenya Certificate of Secondary Education from Chuka Girls’ High School Kenya from 2007 to 2010.

Our Lady of Mercy Girls’ Primary School

Kenya Certificate of Primary Education from Our Lady of Mercy Girls’ Primary School from 1996 to 2006.