Lucy Muluma

Results-driven Customer Service & Sales Specialist with over 6 years of experience in customer relationship management, contact center operations, and sales across banking, telecommunications, and technology sectors. Skilled in handling high call volumes, upselling products, resolving customer concerns, and delivering exceptional service experiences, ensuring accuracy, efficiency, and customer satisfaction in fast-paced environments. Experienced in CRM management, technical troubleshooting, inventory control, and market research, with a keen ability to streamline processes and enhance productivity.

Highly adaptable to evolving work environments, capable of managing multiple tasks efficiently, and dedicated to optimizing customer service and sales operations for maximum business growth.

Contact Center Agent - Absa Bank Kenya - Kenya

(2024-10)

• Optimized call-handling by managing high inbound and outbound volumes, streamlining routing, and reducing wait times, improving service responsiveness and customer satisfaction.
• Enhanced first-call resolution by identifying customer needs quickly, providing accurate solutions, and escalating complex issues appropriately.
• Maintained 100% accuracy in updating CRM systems with call records, ensuring compliance and data integrity.
• Strengthened product knowledge to deliver informed recommendations, resulting in increased cross-selling opportunities and improved customer retention.
• Fostered positive customer relationships by providing professional, empathetic, and solutions-driven support in every interaction.

Direct Sales Agent - Telkom Kenya Limited - Kenya

(2023-07 - 2024-07)

• Increased sales revenue by generating and closing leads for airtime, devices, and service acquisitions, consistently meeting and exceeding monthly targets.
• Delivered personalized technical support, including device configuration and data service setup, reducing customer churn.
• Managed cash floats and daily sales reconciliations with zero discrepancies, ensuring financial accountability.
• Maintained accurate inventory records, preventing stock losses and improving operational efficiency.
• Implemented customer experience strategies that improved satisfaction scores and boosted repeat purchases.

AI Associate - Sama Company - Kenya

(2021-05 - 2022-12)

• Improved AI model accuracy by meticulously classifying and categorizing data, meeting strict quality thresholds.
• Conducted in-depth product research across e-commerce platforms, ensuring precise and relevant dataset entries.
• Maintained 99% data accuracy by identifying, correcting, and eliminating duplicate or erroneous records.
• Authored clear, concise product descriptions and titles to optimize training datasets for machine learning algorithms.
• Contributed to team performance by consistently meeting deadlines and exceeding daily productivity targets.

Direct Sales Agent - Letshego Kenya - Kenya

(2019-10 - 2020-02)

• Expanded customer base by prospecting new markets, resulting in a significant increase in product uptake.
• Managed customer relationships by resolving complaints promptly, improving overall satisfaction and loyalty.
• Delivered persuasive product presentations, boosting conversions and meeting sales quotas.
• Developed tailored financial solutions to meet customer needs, enhancing long-term business growth.
• Promoted brand awareness through strategic outreach, increasing visibility in targeted markets.

Sales & Marketing Attaché - Ness Capital Kenya - Kenya

(2019-03 - 2019-06)

• Recruited and onboarded new customers, contributing to portfolio growth and revenue generation.
• Strengthened customer retention by maintaining regular communication and resolving service issues effectively.
• Conducted market research to identify emerging trends and new business opportunities.
• Supported marketing campaigns that enhanced brand positioning and awareness.
• Delivered exceptional service, consistently meeting client expectations and service standards.

Marketing Attaché - Kenya Post Savings Bank - Kenya

(2016-01 - 2016-03)

• Coordinated product launches and corporate events, enhancing brand visibility and customer engagement.
• Supported CSR activities, strengthening community relations and corporate image.
• Participated in market surveys to assess product performance and identify areas for improvement.
• Assisted in developing marketing materials and communication strategies for new initiatives.
• Maintained accurate records of corporate communications and event planning activities.

Bachelor of Business Administration - Marketing - Kiriri Women's University of Science and Technology (2016 - 2019)

Diploma in Business Administration - Business Administration - Kiriri Women's University of Science and Technology (2015 - 2016)