Esther Agatha
Customer Service Professional
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About
Dedicated Customer Service Professional with over five years of experience in customer service, debt collection, call centre operations, customer support, and client relationship management. Proven ability to resolve customer inquiries, negotiate payment arrangements, manage complaints, and maintain excellent customer relationships while consistently meeting performance targets. Experienced in CRM systems, ticketing platforms, data entry, record management, and Microsoft Office applications.
A dependable team player with strong communication, problem-solving, and organizational skills who thrives in fast-paced environments.
Experience
Customer Service Agent at Zeplin Investment Limited (2026-01 – 2026-03)
- Respond to customer inquiries through phone calls, emails, live chats, and ticketing systems.
- Assist customers with internet connectivity, billing inquiries, service activation, and account support.
- Perform first-level troubleshooting for network and connectivity issues.
- Log, monitor, and escalate technical support tickets to the appropriate teams.
- Monitor network outages and communicate service updates to customers.
- Educate customers on router setup, internet optimization, and best connectivity practices.
- Resolve customer complaints professionally while maintaining high customer satisfaction.
- Maintain accurate customer records and prepare service reports.
- Conduct follow-up calls to ensure issues have been resolved.
- Promote company products, upgrades, and additional services where appropriate.
Card Dealer at Moorgate Casinomax Company (2023-11 – 2024-02)
- Conducted gaming operations while ensuring compliance with casino policies and procedures.
- Managed customer bets accurately and securely.
- Maintained integrity and fairness during gaming sessions.
- Resolved customer concerns professionally and courteously.
- Monitored gaming activities to prevent irregularities.
- Maintained accurate transaction records.
- Delivered excellent customer service in a fast-paced environment.
Collection Agent at Watu Credit Limited (2021-05 – 2023-05)
- Managed customer accounts and followed up on overdue loan repayments.
- Contacted customers through outbound calls and negotiated suitable repayment arrangements.
- Maintained positive customer relationships while achieving collection objectives.
- Updated customer information accurately within CRM systems.
- Maintained detailed records of customer interactions and payment commitments.
- Prepared collection reports and ensured compliance with company procedures.
- Consistently achieved departmental collection targets and performance KPIs.
- Worked collaboratively with colleagues to improve collection performance and customer satisfaction.
Education
Diploma in Business Administration and Management – Technical University of Mombasa (2018-09 – 2020-02)
Kenya Certificate of Secondary Education (KCSE) – Nyamira Girls High School (2014 – 2017)
Kenya Certificate of Primary Education (KCPE) – Ziwa la Ngombe Primary School (2006 – 2013)
