Priscilla Irungu

At Teleperformance Kenya, I handle high-volume customer interactions across phone, email, live chat, social media, and Zoom, resolving order, payment, refund, account access, and post-purchase concerns within SLA requirements. Previously at Jumia Kenya, I supported customers remotely through inbound service and outbound follow-ups, managed Zendesk tickets, tracked customer pipelines, investigated root causes, and identified appropriate upselling opportunities. I've maintained 90%+ CSAT for 12 consecutive months, reduced average handling time by 15%, and ranked in the top 10% of agents for response time and quality across three consecutive quarters.