Maureen Mungot
Results-driven Customer Service Professional with over 7 years of experience in inbound support, aftersales service, and multi-channel customer engagement
About
Results-driven Customer Service Professional with over 7 years of experience in inbound support, aftersales service, and multi-channel customer engagement. Proven track record of exceeding KPIs, maintaining SLA compliance, and improving customer satisfaction scores. Recognized as Best Inbound Agent and Most Engaged Employee for service excellence and strong team contribution. Highly skilled in handling high-volume inquiries in fast-paced environments.
Experience
Aftersales Close Looping Representative - BURN Manufacturing Ltd - Ruiru, Kenya
(2024-06)
- Handle customer inquiries across multiple channels with empathy and professionalism.
- Log and track aftersales cases through ticketing systems, ensuring timely SLA compliance.
- Conduct follow-up calls after repair or product swap to confirm satisfaction and collect feedback.
- Collaborate with sales, credit, and territory managers to resolve escalated issues within 24 hours.
- Monitor service centres, conduct quality checks, and ensure spare part availability.
- Prepare and present reports on ticket status, delays, and case ageing for operational improvement.
- Maintained SLA turnaround times of less than 24 hours.
- Achieved Customer Satisfaction Index consistently above 4 out of 5.
- Ensured full closure of defective product cases through cross-functional collaboration.
Customer Service Agent - BURN Manufacturing Ltd - Ruiru, Kenya
(2021 - 2024)
- Supported customers with product registration, warranty claims, and repair coordination.
- Responded to high-volume inquiries via calls, SMS, email, live chat, and social media.
- Conducted customer surveys and maintained accurate CRM databases.
- Performed service data analysis and generated reports for management.
- Identified process gaps and contributed to service improvement initiatives.
Data Entry and Digitization Officer - BURN Manufacturing Ltd - Ruiru, Kenya
(2018-03 - 2020-07)
- Processed and verified high-volume customer and company data with strict accuracy standards.
- Managed digital databases ensuring timely access to information.
- Conducted research and resolved data discrepancies.
- Performed quality assurance checks to maintain compliance and accuracy.
- Collaborated with teams to meet deadlines and maintain efficiency.
Customer Service Agent - Green Dreams Company Ltd
(2017-07 - 2018-05)
- Delivered professional customer support via phone and email.
- Resolved complaints efficiently while maintaining high service standards.
- Verified customer account information and provided accurate product guidance.
- Documented interactions and maintained accurate service records.
- Compiled and analysed customer satisfaction reports for management.
Office Clerk (Volunteer) - Unifreight Cargo Handling Ltd
(2016-06 - 2017-09)
- Responded to customer inquiries and managed office correspondence.
- Performed data entry, filing, and administrative support tasks.
- Assisted in organizing office activities and operations.
Education
Diploma - Video Film Production and Journalism - Kenya Institute of Mass Communication (2013 - 2016)
Certificate - Computer Packages - African Institute of Research and Development (2012 - 2012)
Kenya Certificate of Secondary Education - Challis Girls High School (2011)
