Jane Chege

Customer-focused and proactive professional with over 5 years of experience in customer service, sales support, account management and customer follow-up. Experienced in handling customer inquiries, resolving account and payment-related issues, onboarding and guiding customers, maintaining accurate CRM records, and collaborating with cross-functional teams to deliver excellent service. Strong communicator in English and Kiswahili with proven skills in relationship management, problem-solving, negotiation, conflict resolution and customer retention.

Target-oriented, organized and eager to support and grow an agent network as a Customer Service (Agent Network) Representative.

Debt Collector - Solv Kenya - Nairobi

(2023-10 - 2024-02)

• Managed a portfolio of customer accounts and maintained accurate records of customer interactions, payments, follow-ups and account status using CRM systems.
• Communicated with customers through telephone and direct follow-ups to address account-related concerns and encourage timely resolution of outstanding balances.
• Negotiated suitable repayment arrangements while maintaining positive and professional customer relationships.
• Identified customer issues, resolved routine concerns and escalated complex cases to the appropriate teams for further action.
• Conducted consistent follow-ups with customers to improve engagement, payment compliance and account activity.
• Collaborated with finance and operations teams to reconcile accounts, confirm payments and resolve discrepancies.
• Managed multiple customer cases while maintaining accuracy, professionalism and attention to detail.

Customer Sales Representative - Maroo Polymers - Nairobi

(2017-10 - 2022-06)

• Served as a key point of contact for customers, providing timely information, guidance and support regarding products and services.
• Assisted in onboarding new customers and educating them on product use, procedures and operational requirements.
• Responded to customer inquiries, complaints and account-related concerns and ensured issues were resolved efficiently.
• Maintained accurate customer records, communication logs, billing information and transaction details.
• Conducted regular customer follow-ups to strengthen relationships, encourage repeat business and maintain customer engagement.
• Supported sales activities and worked toward achieving customer acquisition and sales targets.
• Worked closely with internal teams to resolve customer issues and ensure smooth service delivery.
• Collected customer feedback and communicated recurring concerns to support improvements in customer service and operations.

Diploma - Business Management - University of Nairobi (2013-09 - 2015-09)