James Muriungi

Results-driven Customer Support and Inbound Sales professional with 4+ years of experience handling high-volume inbound calls, telesales, customer retention, and CRM management across fast-paced contact center environments. Proven ability to build customer trust quickly, control conversations confidently, and convert customer inquiries into successful outcomes while maintaining excellent KPI performance. Experienced in real-time CRM documentation, escalation handling, lead qualification, and delivering efficient customer support under pressure.

Strong communicator with a performance-driven mindset and a track record of exceeding productivity, conversion, and customer satisfaction targets.

Customer Support Agent at CCI Kenya – SharperImage.com (2024-11 – 2026-01)

• Handled high-volume inbound customer inquiries, telesales, and product troubleshooting for an international e-commerce brand.
• Converted customer inquiries into successful sales opportunities while maintaining a professional and customer-focused approach.
• Controlled customer conversations efficiently to identify needs, provide solutions, and secure customer commitment.
• Accurately captured customer information and order details in CRM systems in real time.
• Maintained excellent service quality while working in a fast-paced environment with strict performance targets.
• Assisted customers with product inquiries, troubleshooting, order tracking, and post-purchase support.
• Collaborated with team members and supervisors to improve service delivery and customer satisfaction.

Customer Service Executive at Greenlight Planet Kenya Ltd (2020-11 – 2022-03)

• Delivered technical and after-sales support for solar energy products through inbound customer interactions.
• Resolved customer complaints and escalations while maintaining high customer satisfaction levels.
• Guided customers through troubleshooting processes and product usage support.
• Maintained accurate customer records and case updates using CRM systems.
• Trained and supervised 6 new Customer Service Executives on customer handling and service procedures.
• Consistently achieved strong KPI performance in productivity, attendance, and customer retention.

Digital Customer Service Agent (Inbound) at Dafabet (2020-04 – 2020-06)

• Managed live chat and email support for online customers in a fast-paced digital support environment.
• Responded to customer inquiries efficiently while ensuring accurate issue resolution.
• Maintained professional communication and timely response handling.
• Assisted customers with account support and service-related concerns.

Customer Service Agent at CCI Kenya – Dlight Solar Campaign (2019-04 – 2019-11)

• Provided customer account support and product information through inbound customer interactions.
• Resolved customer inquiries efficiently while maintaining company service standards.
• Assisted customers with troubleshooting and general account support.
• Maintained accurate customer records and ensured timely issue resolution.

Bachelor of Science in Horticulture – Jomo Kenyatta University of Agriculture and Technology (2014 – 2019)

KCSE – Meru School

KCPE – Kerugoya Municipality Boarding Primary School