Gladie Munene

Customer Service and Telesales professional with over 3 years of experience in BPO and call center environments handling inbound and outbound calls, customer retention, churn management, and sales conversions. Experienced in CRM systems, customer complaint resolution, upselling, and cross-selling services. Proven ability to meet service level agreements (SLA), KPI targets, and customer satisfaction metrics in high-volume call centers.

Customer Service Representative at MultiChoice Kenya (2025-11 – Present)

Handle high-volume inbound and outbound calls focused on customer retention and churn recovery. Maintain and update subscriber databases and CRM records to ensure data accuracy.

• Handle high-volume inbound and outbound calls focused on customer retention and churn recovery
• Maintain and update subscriber databases and CRM records to ensure data accuracy
• Resolve customer complaints and inquiries while maintaining service level standards (SLA)
• Engage high-risk and loyal customers to promote available products, services, and promotions
• Contact new subscribers to guide them on payment options, self-service tools, and package alternatives
• Conduct outbound campaigns targeting inactive subscribers to drive customer reactivation
• Upsell and cross-sell products through needs assessment, rapport building, and solution selling

Account Manager – Debt Recovery at Gilchery Limited (Stanbic Bank Project) (2024-08 – 2025-10)

Conducted outbound calls to negotiate repayment plans and secure payment commitments. Managed delinquent customer accounts and updated records in CRM systems.

• Conduct outbound calls to negotiate repayment plans and secure payment commitments
• Manage delinquent customer accounts and update records in CRM systems
• Handle objection management and payment negotiations
• Achieve monthly recovery targets through structured follow-ups and customer engagement

Customer Service Representative at Asapkash Company Limited (2023-08 – 2024-01)

Managed inbound and outbound customer calls addressing inquiries and complaints. Provided product information and resolved service issues.

• Managed inbound and outbound customer calls addressing inquiries and complaints
• Provided product information and resolved service issues
• Logged customer interactions in CRM systems and ensured proper follow-up

Diploma in Information Communication Technology – East Africa Institute of Certified Studies (2019 – 2023)

Certificate in Microsoft Suite Proficiency – Philadelphia Institute (2017 – 2017)

Kenya Certificate of Secondary Education (KCSE) in Secondary Education – Kiaga High School (2013 – 2016)