Linda Macharia

I am a patient, friendly, and personable customer service professional with nearly 5 years of experience helping consumers better understand products and services. I am passionate about listening and understanding, which enables me to intervene, communicate, and respond appropriately to the needs and requests of customers.

Customer Service Rep The Arch Angel Interactive

June 2022 – Jan 2023

• Responding to customer enquiries.
• Acting as the contact person between the company and customers.
• Escalating customer complaints and ensuring timely solutions.
• Documenting customer interactions as per operating procedure.
• Providing feedback on customer pending issues.

Jijenge Credit Limited

Aug 2020 – Dec 2021

• Providing customers with the various financial products and services information and how they can match their needs.
• Disseminating information to customers on offers and changes in borrowing interest rates.
• Managing customer queries through emails and phone calls.
• Actively responded to and answer customer questions.
• Carrying out market trends researches to ensure customer need are met.

I & M Bank

June 2019 – June 2020 

• Handled both inbound and outbound support for escalated customers issues via phone and tickets to ensure timely resolution and improve customer satisfaction.
• Managed challenging situations and circumstances with escalated customers by using effective de-escalation techniques.
• Collaborated with other teams to identify and address systemic issues causing customer escalations.

JCL Motors

Jan 2018 – June 2019 

• Answer all incoming calls and redirect them or keep messages.
• Answer questions and address complaints.
• Check, sort and forward emails.
• Greet and welcome guests

Bachelor of Commerce Finance

University of Nairobi

Jan 2014- Sept 2017