Muthoni Rosemary

Dedicated and personable Customer Support professional with extensive, progressive experience spanning e-commerce, FMCG, branding, and advertising industries. Throughout my career, I have built a strong reputation for turning challenging customer interactions into positive, lasting impressions — combining genuine empathy with practical problem-solving to deliver outcomes that keep customers coming back. I am equally comfortable managing high volumes of enquiries across voice, email, and live chat, and I take pride in maintaining quality and accuracy regardless of the pace.

I bring a collaborative spirit to every team I join, working closely with colleagues across departments to ensure customers receive consistent, end-to-end support. I am motivated by growth, committed to continuous improvement, and thrive in environments where customer satisfaction is treated as a business priority.

Customer Support Representative at The Blue Ocean Ltd (2024-06 – Present)

• Tracked and triaged incoming emails, calls, and live chat messages by urgency and issue type, ensuring escalations were flagged and addressed ahead of routine requests.
• Coordinated follow-up calls with internal stakeholders across fulfilment, logistics, and account teams to keep customer orders on track and unblock delays.
• Served as first point of contact for clients, logging orders with a high degree of accuracy to support smooth downstream processing.
• Managed the full order lifecycle from intake through fulfilment, proactively following up with relevant teams and keeping customers informed at every stage.
• Investigated and resolved service failures by coordinating with internal departments, ensuring root causes were addressed and customers received clear, honest updates on outcomes and timelines.
• Maintained detailed, accurate records of all customer interactions, complaints, and resolutions within the CRM system to support team reporting and quality reviews.
• Consistently met response and resolution time targets across all support channels, contributing to high customer satisfaction scores.

Customer Experience Representative at Copia Kenya (2019-09 – 2024-05)

• Scheduled and coordinated follow-up calls with customers to track outstanding issues through to full resolution, keeping cases organized against agreed turnaround times.
• Tracked and prioritized incoming email escalations, ensuring urgent complaints were surfaced and routed to the right internal team without delay.
• Managed a high volume of customer queries, complaints, and requests end-to-end, coordinating with relevant internal teams to ensure full resolution within SLA.
• Handled irate and distressed customers with patience and professionalism, applying escalation procedures and following through to fast, satisfactory resolution.
• Supported the Team Leader in monitoring SLA compliance across the contact centre, flagging risks early and assisting colleagues during peak periods.
• Processed product orders, service upgrades, refunds, and exchanges on behalf of customers, ensuring accuracy and timeliness in every transaction.
• Collaborated with operations, logistics, and product teams to investigate and resolve complex customer issues, consistently closing the loop with clear communication back to the customer.
• Achieved consistently strong quality assurance scores, receiving regular commendations for performance.

Sales & Marketing Representative at AberRidge Export Farm (2015-07 – 2019-08)

• Identified and pursued new business opportunities through cold calling, networking, and market research, building and maintaining a healthy sales pipeline.
• Established and nurtured long-term client relationships, delivering tailored recommendations and compelling product presentations.
• Negotiated contracts and sales terms with clients, handling objections with confidence and closing deals while ensuring mutual satisfaction.
• Monitored personal sales performance metrics regularly, using data to identify gaps and refine approach.

Front Office Assistant at Impress Communications & Stationery (2014-06 – 2015-05)

• Managed front desk operations as first point of contact for clients and visitors, creating a professional first impression of the business.
• Answered and routed incoming phone calls and emails, ensuring messages reached the appropriate team members accurately and promptly.
• Provided general administrative support including appointment scheduling, office supply management, and workspace organization.
• Maintained accurate, confidential records and files, ensuring easy retrieval of information at all times.

Information Officer (Intern) at Kenya News Agency (2014-01 – 2014-05)

• Gathered and synthesized information from multiple sources into clear, accurate news articles and reports.
• Verified credibility and accuracy of stories before publication, cross-referencing sources against journalistic standards.
• Worked closely with journalists and editors to ensure content was delivered on time and met editorial guidelines.

Diploma in Mass Communication – Jomo Kenyatta University (JKUAT) (2013)