Roxie Madlina

Dedicated, customer-focused Customer Care Representative with a Diploma in ICT and 2+ years of experience in customer service, client relations, administrative support, and data management. Skilled in handling customer enquiries via phone, email, WhatsApp, and face-to-face interactions; resolving complaints; following up with clients; maintaining accurate records; and providing timely solutions. Strong communication, active listening, problem-solving, and relationship-building skills, with the ability to work effectively in fast-paced environments while ensuring customer satisfaction.

Customer Care Agent at Mwananchi Credit (2025-09 – 2026-08)

• Handled high-volume inbound and outbound calls, responding to customer enquiries and conducting regular follow-ups.
• Provided clear information about products and services based on customer needs.
• Managed customer accounts, payment commitments, enquiries, and complaints professionally.
• Resolved customer concerns by listening actively, providing appropriate solutions, and escalating complex issues when necessary.
• Maintained accurate and up-to-date customer records using CRM and database systems.
• Scheduled customer appointments and maintained professional communication through phone and other communication channels.
• Built positive customer relationships while consistently meeting service and performance targets.

Loan Officer / Call Center Agent at Momentum Credit (2024-08 – 2025-07)

• Contacted prospective clients, built strong customer relationships, and conducted outbound sales calls to close leads.
• Negotiated contract terms with clients to ensure mutual satisfaction and secure formal loan agreements.
• Researched competitor offerings and implemented strategic sales tactics based on current market trends.
• Educated customers on product value propositions, addressed objections, and cross-sold financial services to boost company revenue.
• Organised and attended sales events and trade shows to network, promote financial products, and generate fresh leads.

Computer Lab Technician at Coast Institute of Technology (2022-08 – 2022-11)

• Installed software updates, configured antivirus protection, and performed malware scans to ensure ICT security.
• Maintained, repaired, and replaced hardware components to ensure optimal computer lab performance.
• Documented laboratory equipment inventories and drafted official computer usage guidelines.
• Supported students and instructors during technical workshops, programming classes, and robotics projects.

Diploma in Information Communication Technology – The Nairobi National Polytechnic (K.N.E.C)

Kenya Certificate of Secondary Education (KCSE) – Mwasere Girls High School

Primary School Certificate – St. Agnes Primary School