Michelle Kiniti

Customer focused and articulate professional with proven experience in both front desk operations and customer service. I am highly skilled in handling customer inquiries with empathy, patience and accuracy while maintaining brand standards. I am proficient in multitasking in fast paced environments and committed to delivering exceptional service that enhances customer satisfaction and exceeding company targets.

Customer service representative at Melodica Music Academy (2025-05 – 2026-02)

• Managed front desk operations by assisting students, parents, and visitors with course inquiries, registrations, scheduling and general support.
• Handled inbound and outbound calls, WhatsApp communication, and email correspondence while maintaining high standards of customer satisfaction and professionalism.
• Guided prospective clients through music, dance, and art program offerings, successfully converting inquiries into student enrollments.
• Coordinated class schedules, class sessions, and student attendance in collaboration with instructors and branch management.
• Maintained accurate student records, payment tracking, and CRM/database updates to ensure smooth daily operations.
• Processed course registrations, renewals, invoices, and payment transactions efficiently and accurately.
• Built strong relationships with students and parents by resolving complaints, addressing concerns promptly, and ensuring positive customer experiences.
• Supported sales and retention initiatives through follow-ups, promotional campaigns, and customer engagement activities.
• Assisted in achieving branch enrollment targets through effective communication, upselling of packages, and service excellence.

Customer service representative at Call Center International (T-Mobile Account) (2024-07 – 2025-03)

• Handled inbound customer calls professionally while providing support for mobile services, billing inquiries, account updates, and technical concerns.
• Resolved complex customer issues with professionalism and courtesy using troubleshooting techniques while maintaining high first-call resolution rates.
• Maintained high levels of customer satisfaction by delivering accurate information, empathy, and effective problem-solving during interactions.
• Processed customer requests including plan upgrades, payments, service activations, cancellations, and profile updates in compliance with company procedures.
• Managed customer complaints and escalated complex issues to the appropriate departments while maintaining service quality.
• Achieved performance targets related to call quality, average handling time, customer satisfaction, and first-call resolution.
• Documented customer interactions accurately within CRM systems to ensure quality service delivery and prevent engagement gaps.
• Demonstrated strong communication and multitasking skills while handling high call volumes in a fast-paced environment.
• Collaborated with team leaders and colleagues to improve service delivery and maintain operational efficiency.

Customer service representative at Call Center International (Instacart account) (2023-11 – 2024-02)

• Managed customer inquiries through phone, chat, and email support while providing timely and professional assistance to customers, shoppers, and retail partners.
• Assisted customers with order tracking, delivery updates, payment concerns, refunds, replacements, and account-related issues.
• Resolved complex customer complaints by listening actively, empathizing with concerns, providing appropriate solutions, and escalating issues when necessary.
• Supported real-time communication between customers and personal shoppers to ensure smooth grocery shopping and delivery.
• Maintained high customer satisfaction through proactive active listening and strong problem-solving skills in a fast-paced environment.
• Processed order adjustments, cancellations, refunds, and account updates while adhering to company policies and procedures.
• Utilized CRM systems and internal support tools to document customer interactions accurately and maintain service records.
• Assisted customers with troubleshooting mobile app and platform-related concerns to improve user experience.

BSc in Nutrition and Dietetics – Jomo Kenyatta University of Agriculture and Technology (2019 – 2024)