Grace Gunya

Customer-focused Customer Service and Sales Professional with 4+ years of experience in customer support, hospitality sales, and service operations. Proven track record of handling high-volume customer inquiries, resolving complaints within SLA timelines, and supporting revenue growth through product and service sales. Skilled in CRM management, order processing, and operational coordination.

Recognized for delivering excellent customer experiences, improving client satisfaction, and supporting business growth in fast-paced environments.

Customer Service Representative at Teleperformance (2023-09 – Present)

Manage high volumes of customer inquiries and resolve complaints within SLA timelines in a fast-paced customer support environment.

• Manage high volumes of customer inquiries through phone, email, and chat, ensuring prompt and professional responses.
• Resolve customer complaints within agreed SLA timelines, improving overall customer satisfaction and retention.
• Maintain accurate CRM records and case documentation, supporting efficient service tracking and reporting.
• Escalate complex customer issues to relevant departments while ensuring timely follow-up and resolution.
• Deliver clear product and service information to customers, improving first-contact resolution rates.
• Consistently maintain professionalism and service quality in a fast-paced customer support environment.

Sales Support Officer at Hillalium & Sons (2021-10 – 2023-08)

Served as primary contact for clients, managing product inquiries, preparing financial documents, and coordinating order fulfillment.

• Served as the primary contact for clients, managing product inquiries and building strong business relationships.
• Prepared quotations, invoices, and payment records, ensuring accuracy and smooth financial transactions.
• Processed and tracked customer orders while coordinating with logistics teams for timely deliveries.
• Maintained organized customer databases and CRM records to support sales operations and reporting.
• Conducted after-sales follow-ups, improving customer satisfaction and repeat business.
• Promoted company products and solutions to customers, supporting revenue growth and increased sales opportunities.

Customer Service Representative at Clique Limited (2019-06 – 2021-05)

Provided customer care and sales support to hospitality clients including hotels and restaurants, managing inquiries and coordinating order fulfillment.

• Provided customer care and sales support to hospitality clients including hotels and restaurants.
• Managed walk-in, phone, and corporate customer inquiries, ensuring a high level of service delivery.
• Prepared quotations, invoices, and receipts to support accurate order processing and financial records.
• Coordinated order fulfillment and delivery with operations teams to ensure efficient service execution.
• Built strong client relationships that contributed to repeat business and customer loyalty.
• Assisted customers in selecting hospitality supplies, improving purchasing decisions and customer satisfaction.

Diploma in Business Science Finance – Kenya School of Monetary Studies (2017-06 – 2018-12)