Mary Faith

Customer service and Customer Experience (CX) professional with practical experience in contact-centre, insurance, university and community environments. Experienced in interacting directly with clients, handling customer enquiries, understanding client needs, resolving complaints, following up on service issues and maintaining accurate records. Strong communicator with proven strengths in active listening, empathy, problem-solving, confidentiality and professional client care.

Brings additional experience in psychosocial support and youth engagement through a Bachelor's degree in Counseling Psychology and a Kenya Red Cross internship.

Customer Service Representative – Infinite Insurance Account - CCI Kenya

(2025-07 - 2025-11)

• Provided customer service support within a contact-centre environment, interacting directly with clients and responding to a wide range of enquiries professionally and efficiently.
• Listened actively to customers to understand their needs, concerns and expectations, then provided clear information and guided them through the appropriate service process.
• Handled insurance-related enquiries and customer requests while maintaining accuracy, patience and a customer-focused approach.
• Managed complaints and challenging customer conversations calmly, using empathy, active listening and problem-solving skills to de-escalate concerns and work toward appropriate resolutions.
• Followed up on unresolved customer issues and escalated cases to relevant teams when additional support or authorization was required.
• Maintained accurate customer interaction records and relevant service information to support continuity, accountability and effective follow-up.
• Protected confidential customer information and maintained professional standards when handling personal and service-related details.
• Collaborated with colleagues in a performance-driven CX environment to support service quality, customer satisfaction and consistent communication.

Customer Service Representative - CCI KENYA - GARDEN-CITY

(2023-03 - 2023-09)

• Provided direct customer service support to clients through a high-volume contact-centre environment, responding to enquiries and assisting customers with their insurance-related needs.
• Communicated with customers professionally through telephone interactions, ensuring their questions and concerns were clearly understood before providing appropriate assistance.
• Used active listening and empathy to understand customer needs, explain information clearly and guide clients through available services and procedures.
• Handled customer complaints, concerns and difficult conversations professionally, using patience, problem-solving and de-escalation skills to work toward satisfactory resolutions.
• Assisted customers with service-related issues and followed up on unresolved cases to ensure concerns were appropriately addressed.
• Escalated complex customer issues to the relevant departments or teams while maintaining clear communication with clients throughout the process.
• Accurately documented customer interactions, enquiries and service issues to support effective follow-up and continuity of service.
• Maintained confidentiality when handling customers' personal and insurance-related information.
• Worked collaboratively with colleagues in a fast-paced, target-driven contact-centre environment to maintain service quality and a positive customer experience.
• Built and maintained professional relationships with customers by demonstrating reliability, courtesy, patience and a solution-focused approach.
• Managed multiple customer requests while maintaining attention to detail, professionalism and timely responses.
• Gained practical experience in customer relationship management, complaint resolution, service recovery and delivering a positive Customer Experience (CX).

Customer Service / Administrative Support - Africa International University (AIU)

(2022-10 - 2022-02)

• Provided customer-facing support to students, visitors and university stakeholders, serving as a responsive first point of contact.
• Responded to enquiries, provided information and directions, and assisted clients in understanding university services and procedures.
• Listened to student concerns, clarified their needs and directed complex matters to the appropriate department or staff member.
• Supported administrative tasks, documentation and record handling while maintaining confidentiality and attention to detail.
• Managed multiple requests in a busy academic environment while remaining courteous, organized, patient and solution-oriented.
• Built positive relationships with students and visitors through respectful communication, professionalism and willingness to assist.

Counseling Psychology Intern - Kenya Red Cross Society – Karen/Lang'ata Branch

(2026-02 - 2026-04)

• Supported client-facing psychosocial and mental-health activities, strengthening professional communication, active listening and rapport-building skills.
• Participated in life-skills, psychoeducation and youth-focused activities, adapting communication to different age groups and individual needs.
• Supported confidential documentation, record keeping and reporting while observing professional standards for privacy and ethical information handling.
• Worked with staff and other professionals during structured sessions, discussions and community-based activities.
• Engaged with young people and community members respectfully, demonstrating patience, empathy and professional boundaries.
• Supported activities across the Mental Health Centre, Youth Café, rehabilitation and special-school settings.

Youth Volunteer / Youth Activity Support - Deliverance Church Kasarani

(2024-01)

• Supported youth-focused activities, discussions and community initiatives while engaging young people in a positive and respectful environment.
• Used active listening, encouragement and interpersonal skills to build rapport and support meaningful conversations with youth.
• Assisted with organizing and facilitating youth activities while working collaboratively with church and community teams.
• Demonstrated reliability, teamwork, empathy and responsibility when supporting youth programmes.

Bachelor of Arts - Counseling Psychology - Africa International University (AIU) (2026)

Kenya Certificate of Secondary Education (KCSE) - Nasokol High School (2022)