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.
