Beryl Anyango

Dedicated and customer-focused Customer Service & Contact Centre Officer with strong experience handling walk-in customers, inbound and outbound calls, emails, and customer follow-ups across highvolume environments. Proven ability to accurately capture, escalate, and resolve customer enquiries while delivering quality service across multiple channels.

Background in Mass Communication, Public Relations, and Customer Relations, with hands-on experience in CRM systems and contact centre operations. Committed to upholding service excellence, professionalism, and integrity in line with public service standards.

Telesales Representative at M-KOPA Kenya (2025-07 – Present)

• Handle high volumes of inbound and outbound customer calls while maintaining service quality standards
• Accurately capture customer enquiries, feedback, and resolutions in CRM systems
• Provide clear and accurate information to customers, ensuring proper follow-up and closure
• Build strong customer relationships through professional communication and problem resolution
• Meet daily and weekly call handling and performance targets
• Escalate complex customer issues through appropriate channels and ensure customer updates

Telesales Representative at BBOXX Solar Kenya (2024-01 – 2025-06)

• Conducted outbound calls to prospective and existing customers to address enquiries and provide solutions
• Maintained accurate customer records and enquiry logs in CRM systems
• Assisted customers with product-related questions and service issues
• Collaborated with internal teams to ensure customer issues were resolved efficiently
• Supported service delivery by ensuring customers were informed and updated

Call Centre Agent at BBOXX Solar Kenya (2023-01 – 2023-12)

• Handled inbound customer calls and walk-in related enquiries professionally
• Logged and tracked customer issues, ensuring accurate documentation for follow-through
• Escalated unresolved customer complaints to relevant departments and followed up to closure
• Assisted customers with faulty products and service requests
• Conducted customer experience surveys and shared feedback for service improvement
• Took ownership of customer concerns and ensured timely resolution

Public Relations & Marketing Officer at Jubilee Insurance (2019-09 – 2021-03)

• Served as a key contact point for client communication and enquiries
• Supported customer trust and reputation management through claims verification
• Disseminated organizational information and updates to clients
• Engaged customers through professional communication and relationship management
• Maintained accurate records of transactions and customer interactions

Journalism Intern at Radio Lake Victoria (2019-01 – 2019-05)

• Assisted in news gathering, reporting, and content production
• Supported studio operations, recording, and editing
• Engaged with the public through media and communication platforms

Diploma in Mass Communication – Technical University of Mombasa (2017 – 2019)

Kenya Certificate of Secondary Education – Nyabisawa Girls High School (2013 – 2016)