Maureen Kerubo Abuga

Customer Service and Client Relations professional with over 10 years' experience delivering exceptional customer support across manufacturing, engineering, sales and contact Centre environments. Proven ability to resolve complex customer enquiries, manage key accounts, coordinate cross-functional teams and improve customer satisfaction.

Experience using SAP, SYSPRO, Salesforce, CRM platforms and Microsoft Office. Recognized for delivering outstanding customer experiences, increasing customer retention and exceeding performance targets.

Customer Relations Support - Basco Paints Limited - Nairobi, Kenya

(2017-11 - 2025-12)

• Served as the primary point of contact for customer enquiries via telephone, email and walk-in customers, consistently delivering prompt, professional and customer-focused service.
• Resolved customer complaints efficiently by investigating issues, coordinating with internal departments and ensuring timely follow-up until full resolution.
• Managed customer orders from enquiry through to delivery by working closely with Sales, Logistics, Warehouse, Technical Support and Finance teams.
• Assisted customers with billing enquiries, payment follow-ups, pricing clarification and order status updates.
• Promote product knowledge and upsell complementary products based on customer needs.
• Maintained comprehensive knowledge of product specifications, applications and pricing to provide accurate product recommendations and identify upselling opportunities.
• Administered the Zawadika Customer Loyalty Programme, including customer registration, points allocation, redemption processing and member communications.
• Supported marketing campaigns, promotional activities and product launches to increase customer engagement and loyalty programme participation.
• Managed customer records, ensuring all CRM information, order details and customer interactions remained accurate and up to date.
• Prepared customer reports, service records and feedback summaries to support continuous improvement initiatives.
• Improved customer response times by implementing better follow-up procedures and enhancing communication across multiple business departments.
• Successfully retained 20% of previously dissatisfied customers through strategic follow-up and service recovery calls.
• Built strong long-term relationships with more than 50 key contractors, painters and commercial customers, resulting in increased repeat business and customer loyalty.
• Exceeded monthly sales targets by 15% for six consecutive months through upselling and proactive customer engagement.
• Maintained 95%+ customer satisfaction ratings through exceptional service delivery and timely issue resolution.
• Consistently recognized by management for professionalism, reliability and commitment to delivering outstanding customer experiences.

Customer Service & Contracts Coordinator - Kone East Africa Limited - Nairobi, Kenya

(2014-01 - 2017-10)

• Coordinated the preparation, creation and activation of maintenance service contracts following the successful handover of new equipment projects.
• Ensured all service contracts complied with internal policies, legal standards, and operational guidelines.
• Acted as the primary customer contact for contract enquiries, maintenance schedules, billing issues and service-related requests.
• Coordinated preventive maintenance schedules and service appointments for field technicians, ensuring timely attendance and efficient resource allocation.
• Worked collaboratively with Sales, Operations, Technical Services and Finance departments to ensure seamless service delivery and customer satisfaction.
• Investigated customer complaints, managed escalated service issues and maintained regular communication with customers until satisfactory resolution.
• Dispatched technicians for emergency breakdowns and urgent service requests through telephone and SMS communication systems.
• Supported Finance with billing enquiries, invoice validation, payment follow-up and resolution of contract-related discrepancies.
• Coordinated procurement and ordering of elevator and escalator spare parts for Kenya and Uganda, ensuring availability of critical components to minimize equipment downtime.
• Produced contract performance reports, customer portfolio reports, renewal schedules and operational reports to support management decision-making.
• Identified potential safety concerns during service delivery and ensured incidents were reported and managed in accordance with company safety procedures and global compliance standards.
• Achieved 100% contract record accuracy, significantly improving data reliability for internal audits and customer reporting.
• Enhanced billing accuracy through careful validation of service contracts, resulting in fewer customer disputes and faster payment processing.
• Played a key role in improving collaboration between customer-facing and technical teams, leading to more efficient service delivery.
• Reduced contract processing delays by enhancing communication flow between Sales, Operations, and Finance teams.
• Successfully coordinated regional spare parts procurement for Kenya and Uganda, contributing to improved service response times and reduced equipment downtime.

Account Manager - Sketchers Design & Promoters Limited - Nairobi, Kenya

(2012-02 - 2013-12)

• Managed and developed a portfolio of customer accounts by building strong client relationships and delivering outstanding customer service throughout the sales cycle.
• Identified and developed new business opportunities through prospecting, networking, and engagement with potential clients, retail partners, and distributors.
• Negotiated pricing, product assortments, delivery schedules, and payment terms to optimize profitability and customer satisfaction.
• Processed customer orders received via phone, email, and LPOs, ensuring accurate entry into the SAP system.
• Coordinated closely with Logistics, Finance and Customer Service teams to ensure timely order processing, accurate deliveries and prompt issue resolution.
• Prepared accurate quotations and product proposals tailored to customer requirements while providing expert product advice and recommendations.
• Managed customer enquiries, resolved complaints professionally and ensured all issues were followed through to successful resolution.
• Conducted face-to-face client meetings, product presentations and demonstrations to strengthen customer relationships and promote product solutions.
• Monitored customer accounts, payment terms and outstanding balances while working with the Finance team to support timely collections.
• Prepared weekly and monthly sales reports, customer account reviews and performance updates for senior management.
• Consistently achieved and exceeded monthly and annual sales targets through strategic account management and consultative selling techniques.
• Improved order processing accuracy by strengthening collaboration between Sales, Logistics, Finance and Customer Service departments.
• Increased customer retention by delivering responsive after-sales support and building trusted long-term client relationships.
• Enhanced customer satisfaction by providing timely quotations, accurate order management and proactive communication throughout the sales process.
• Built a reputation for professionalism, reliability and exceptional customer service, resulting in repeat business and customer referrals.

Customer Service Consultant (Call Centre Agent) - Infotrak Research & Consulting - Nairobi, Kenya

(2011-01 - 2011-12)

• Conducted inbound and outbound telephone interviews for market research, customer satisfaction surveys and public opinion studies.
• Explained survey objectives clearly while establishing rapport and maintaining a positive customer experience throughout each interaction.
• Administered structured questionnaires professionally and neutrally while ensuring accuracy and clarity in responses.
• Accurately captured customer responses using Computer Assisted Telephone Interviewing (CATI) software while maintaining high standards of data integrity.
• Captured data accurately in survey software and ensured strict confidentiality of respondent information.
• Responded professionally to customer enquiries, concerns and objections, ensuring positive engagement and maximum survey completion rates.
• Recorded call outcomes, escalated issues where appropriate and provided feedback to supervisors on emerging customer trends.
• Assisted with lead generation and promotion of research services when required.
• Worked collaboratively with supervisors and team members to improve questionnaire quality and customer engagement strategies.
• Achieved daily call volume, quality assurance and productivity targets within a fast-paced contact Centre environment.
• Consistently exceeded daily and project-based call volume, quality and accuracy targets.
• Recognized for maintaining exceptional interview quality and professionalism across multiple national research projects.
• Improved respondent engagement and survey completion rates through effective communication and active listening skills.
• Contributed valuable customer insights that supported improvements to survey design and project outcomes.
• Maintained excellent data accuracy while working under strict deadlines and performance targets.

Bachelor's Degree - Mass Communication - Kampala International University

Diploma - Business Management - Kenya Institute of Management

Kenya Certificate of Secondary Education - Nyanchwa Adventist School

Kenya Certificate of Primary Education - Moi Primary School