Sharon Mberia

Customer Support Professional with 5+ years of experience in remote customer service, BPO operations, call center support, and administrative support. Skilled at handling high-volume inbound and outbound calls, troubleshooting customer issues, supporting business partners, and delivering exceptional customer experiences across multiple communication channels. Experienced with Salesforce, Gorgias, Intercom, Shopify, and Genesys.

Proven ability to meet performance metrics including Average Handle Time (AHT), maintain accurate documentation, and build strong customer relationships in fast-paced remote environments.

Customer Support Associate at Lime Vizio (2026-04 – 2026-06)

• Handled 60–100 inbound and outbound calls daily while maintaining customer service standards.
• Supported florists and customers by resolving inquiries and troubleshooting issues.
• Met Average Handle Time (AHT) and quality targets.
• Maintained accurate records and documented customer interactions.
• Ensured customer and florist satisfaction through timely issue resolution.

Customer Service Representative at Majorel / Teleperformance Kenya (2024-06 – 2026-03)

• Provided professional customer support and resolved customer concerns.
• Managed customer records, complaints, and transactions.
• Performed data entry and research to troubleshoot issues.
• Collaborated with teams to improve customer experience.

Call Center Agent at Call Center International Kenya (2022-09 – 2024-05)

• Answered inbound calls and conducted outbound calls.
• Processed orders and payments.
• Handled complaints and customer follow-ups.
• Maintained and updated customer databases.

Cashier / Customer Care Agent at Interstrat Limited (Big Square) (2021-03 – 2022-08)

• Assisted customers and resolved service issues.
• Processed transactions and returns accurately.
• Supported sales and maintained records.

Administrator & Customer Service at Almasi Credit Limited (2019-03 – 2021-02)

• Managed calls, emails, diaries, and appointments.
• Organized meetings and travel arrangements.
• Provided administrative support to leadership teams.

Virtual Assistant Program – ALX Africa (2024)

Bachelor in Procurement and Contract Management – Jomo Kenyatta University of Agriculture and Technology (JKUAT)