Chartin Maenga
Nairobi
Summary
Service-oriented Customer Support Representative with 3+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
9
9
years of professional experience
Work History
CUSTOMER SUPPORT AGENT
Xfusion
01.2021 - Current
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
FOUNDER
Young Professionals Against FGM
02.2016 - 01.2023
- Collaborated with community organizations in other regions to support state-wide and national outreach initiatives.
- Coordinated and implemented numerous meetings, forums and community events.
- Recruited and managed volunteer teams.
MARKETING AND OFFICE ASSISTANT
Bebamart
01.2019 - 03.2020
- Greeted visitors at reception, answering questions and providing directions
- Prioritized tasks independently to best support office needs
- Communicated openly with all levels of staff for maximum transparency and approachability
- Assisted staff with resources and paperwork to complete assignments
- Input large volumes of data to meet accuracy requirements
- Scanned, indexed, and stored records to manage the filing system
- Handled a high volume of incoming calls to successfully manage inquiries
- Organized and maintained office files for easy retrieval
- Maintained confidentiality and discretion when working with sensitive material
- Navigated highly stressful situations with ease to support office workflow.
- Interacted with customers by phone, email, or in-person to provide information.
- Completed clerical tasks such as filing, copying, and distributing mail.
HR ASSISTANT
Kenya Red Cross Society | KE
01.2018 - 11.2018
- Supported recruitment drives by writing and posting vacancies on job boards
- Scheduled and coordinated meetings and training to support HR operations
- Maintained up-to-date and orderly human resources files for employees and programs
- Implemented prescribed disciplinary procedures based on employee actions and standard HR procedures
- Fielded inquiries from applicants, scanned paper applications, and conducted initial vetting
- Assisted with in-office meetings by setting up audio-visual equipment and arranging schedules
- Organized travel arrangements for regional, national, or international destinations
- Facilitated daily operations of HR department with general and administrative support
- Inspected files to verify employee documentation and accuracy
- Compiled and updated employee records in digital and physical file systems.
- Documented human resources records and maintained confidentiality of sensitive personal information.
IT ASSISTANT
Anti FGM Board Kenya
01.2016 - 07.2016
- Restored performance by completing basic repairs of hardware, software, and equipment
- Helped with prompt resolution of technical support issues for in-office and remote users
- Assisted with installing, configuring, and maintaining workstations
- Organized and maintained IT resources for maximum performance
- Enhanced system security with network improvements and software patches
- Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software.
FIELD RESEARCHER
Sagaci Research
01.2015 - 11.2015
- Addressed data-related requests from research faculty, project staff, and agencies
- Implemented processes to test different data, delivering valuable results
- Developed project database and trained staff on data entry
- Analyzed various artifacts using approved methods to meet project requirements
- Covered normal and peak workloads by maintaining material and equipment supply
- Advised personnel on applying test feedback to work activities
- Analyzed and documented results from research and analysis operations
- Filed research and testing results for reference purposes
- Submitted quality control data to regulatory agencies for review
- Recorded methods used and generated reports from the collected information
- Monitored testing procedures to detect and report questionable results
- Gathered data and raw materials using equipment and tools.
Education
Certificate - First Aid
St John's Ambulance
07.2013
DIPLOMA - PROGRAMMING & WEB DESIGN
Softglobe Trainning Institute
01.2013
Diploma -
Softglobe Trainning Institute
Nairobi, Softglobe02.2010
Diploma - Oracle & Database Managment
Institute of Software Technologies
01.2010
Skills
- Information Security
- Product Knowledge
- Call Center Operations
- Customer Relations
- Microsoft Excel
- CRM Software
- Critical Thinking
- Quality Assurance Controls
- Lead Generation
- Administrative Support
- Technical Support
- Complaint Handling
- Customer Success Management
- Data Management
- Teamwork and Collaboration
- Report Generation
- Customer Service
- Attention to Detail
Timeline
CUSTOMER SUPPORT AGENT
Xfusion
01.2021 - Current
MARKETING AND OFFICE ASSISTANT
Bebamart
01.2019 - 03.2020
HR ASSISTANT
Kenya Red Cross Society | KE
01.2018 - 11.2018
FOUNDER
Young Professionals Against FGM
02.2016 - 01.2023
IT ASSISTANT
Anti FGM Board Kenya
01.2016 - 07.2016
FIELD RESEARCHER
Sagaci Research
01.2015 - 11.2015
Certificate - First Aid
St John's Ambulance
DIPLOMA - PROGRAMMING & WEB DESIGN
Softglobe Trainning Institute
Diploma -
Softglobe Trainning Institute
Diploma - Oracle & Database Managment
Institute of Software Technologies
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