Stacy Anyango

Highly motivated and detail-oriented Customer Experience Specialist with over 3 years of experience delivering high-quality customer support across phone, email, and real-time chat channels. C1 Advanced English proficiency with strong communication, problem-solving, and de-escalation skills. Proven ability to handle incoming and outgoing calls, manage guest and tenant inquiries, conduct telesales activities, maintain accurate records, and support customer retention initiatives.

Experienced in CRM systems, reporting, cross-department coordination, and remote work environments while consistently meeting quality standards and customer satisfaction goals.

Customer Support Staff at BRIMAXA LIMITED (2023-01 – 2025-01)

• Handled incoming and outgoing calls professionally and efficiently
• Responded to guest and tenant inquiries via phone and email
• Addressed complaints, concerns, and service requests promptly and professionally
• Conducted telesales activities to promote services and increase service uptake and occupancy
• Maintained accurate customer records and interaction logs in CRM systems
• Followed up on client requests to ensure timely resolution and customer satisfaction
• Coordinated with relevant departments to resolve service and technical issues
• Assisted with guest check-ins, bookings, and related administrative tasks where applicable
• Prepared daily, weekly, and monthly customer service reports
• Supported customer retention initiatives to enhance customer satisfaction levels
• Handled customer inquiries via real-time chat and email while maintaining a professional and empathetic tone
• Achieved and maintained a 95%+ resolution rate
• Escalated complex or unresolved issues to senior management when required
• Adhered strictly to support procedures, quality standards, and data accuracy guidelines
• Conducted customer satisfaction surveys and gathered feedback when required
• Analyzed customer feedback to identify trends and suggest service improvements
• Stayed up to date with product knowledge, company procedures, and policy updates
• Managed and updated customer accounts and personal information as required

Customer Service Agent (Volunteer) at INUKA MICROFINANCE COMPANY (2022-01 – 2023-01)

• Provided timely and effective email support to Trust Wallet card users
• Resolved inquiries related to card activation, transactions, payment processing, and security
• Communicated clearly to understand customer needs and deliver appropriate solutions
• Collaborated with product, technology, and operations teams to escalate and resolve complex issues
• Educated users on best practices for safe and efficient use of the Trust Wallet app and card
• Managed user expectations during incident resolution and service interruptions
• Documented customer interactions and feedback to improve support processes
• Participated in continuous improvement initiatives and special projects
• Adhered to Quality Assurance standards and team schedules
• Assisted in ticket deflection strategies and defect reduction initiatives
• Provided high-quality product information, improving customer satisfaction scores
• Processed service requests, refunds, and applications with 100% accuracy
• Followed up with clients post-resolution to ensure long-term satisfaction

Diploma in Nutrition & Dietetics Management – Mount Kenya University (2022)

Kenya Certificate of Secondary Education (KCSE) – Mungore Girls Secondary School, Bungoma (2015)