Joyce Njeri

Empathetic and detail-oriented customer service professional with 4+ years of experience handling high-volume inbound enquiries across phone, email, and chat channels. Proven track record of resolving customer issues efficiently, maintaining accurate records, and delivering service experiences that build trust and satisfaction. Highly organised and self-motivated, with strong written and verbal English communication skills, CRM familiarity, and the ability to thrive independently in fully remote, fast-paced environments.

Committed to first-contact resolution, SLA compliance, and consistently positive customer outcomes.

Telefundraiser at Greenpeace Africa (2025-03 – 2025-05)

Global non-profit environmental organisation | ~150 employees across 5 African offices | Part of the worldwide Greenpeace network operating in 55+ countries

• Handled high volumes of inbound and outbound stakeholder calls daily, delivering clear, empathetic communication to diverse audiences across multiple regions.
• Maintained detailed interaction records and tracked follow-ups to ensure no enquiry was left unresolved, mirroring ticketing best practices.
• Monitored daily performance metrics including call volumes, response rates, and conversion trends to support KPI reporting.
• Operated fully remotely and independently, consistently meeting daily targets in a structured, metrics-driven environment.

Telesales Representative at Generation Space Limited (2024-06 – 2025-01)

Kenyan e-commerce retailer specialising in consumer electronics, smartphones, and tech gadgets | SME with retail and online sales channels across Kenya

• Achieved a 90% sales conversion rate by identifying customer needs through active listening and delivering tailored product recommendations, driving strong revenue contribution and repeat engagement.
• Rapidly self-trained on a constantly evolving product catalogue — including new smartphone models, accessories, and gadgets — enabling confident, accurate customer consultations without disrupting service delivery.
• Managed high volumes of customer enquiries, bookings, and post-sale follow-ups across phone and email channels, maintaining professionalism under pressure.
• Resolved service discrepancies and coordinated with internal operations teams to ensure accurate and timely issue resolution.
• Maintained accurate interaction logs and performance reports, supporting quality assurance and operational oversight.

Call Centre Agent – Glovo Project at CCI Kenya (2020-02 – 2020-12)

CCI Kenya is one of Africa's largest BPO providers with 4,000+ agents in Nairobi, delivering outsourced customer support to international brands | Glovo is a Barcelona-based on-demand delivery platform (food, groceries, and retail) operating in 25 countries with 80M+ app downloads

• Managed 70–120 customer interactions per day across phone and chat, handling inbound queries related to order status, delivery issues, and service concerns with professionalism and accuracy.
• Maintained a 4.8/5 average customer satisfaction (CSAT) rating and consistently achieved QA scores of 90%+, reflecting high-quality service delivery and adherence to brand standards.
• Met a 30-second SLA for first response consistently, demonstrating strong time management and composure in a high-volume, fast-paced environment.
• De-escalated frustrated customers calmly and professionally, consistently turning negative experiences into positive resolutions.
• Coordinated with internal operations and third-party logistics partners to investigate and resolve escalated issues efficiently.

Customer Service Representative / Credit Officer at Zanifu Limited (2021-01 – 2021-10)

Nairobi-based B2B fintech startup providing inventory financing and buy-now-pay-later credit to MSMEs in Kenya's FMCG sector | Backed by Google Black Founders Fund and international VCs | 13,000+ business clients served

• Handled 50+ client interactions per day end-to-end, managing account documentation, invoice queries, and credit-related concerns for high-value business clients including large restaurant and retail owners.
• Reviewed and processed 30 KYC documents daily, registering qualified applicants and providing structured feedback to clients with pending compliance issues to accelerate their onboarding.
• Trained field sales representatives on lead qualification criteria and KYC requirements, improving the quality of business referrals and reducing onboarding rejections.
• Negotiated repayment terms with clients facing financial difficulties, contributing to reduced default and churn rates while preserving customer relationships.
• Tracked open cases, repayment exceptions, and escalations, ensuring timely follow-up and resolution in line with company policy.
• Collaborated with finance and operations teams to investigate discrepancies and deliver accurate outcomes for clients.

Bachelor of Co-operatives and Community Development in Co-operatives and Community Development – The Co-operative University of Kenya (2014 – 2018)