Vanessa Kibage

Customer Service & Sales Associate with over 1 year and 5 months of experience supporting international customers in a fast-paced BPO environment. Experienced in consultative selling, cross-selling, upselling, reservation management, billing support, and relationship building while consistently meeting company KPIs. Skilled in handling high-volume customer interactions across phone, email, and CRM systems while delivering exceptional customer experiences.

Comfortable working American business hours and international campaigns, with proven adaptability, professionalism, and a strong drive to exceed targets. Proficient in Microsoft Excel, CRM systems, Salesforce, SAP, and committed to continuous learning and career growth.

Customer Support Associate - CCI Kenya Global

(2025-03-11)

• Handle high-volume inbound customer interactions for Marriott International while maintaining exceptional customer satisfaction.
• Sell hotel rooms through consultative conversations by identifying customer needs and recommending suitable options.
• Successfully perform cross-selling and upselling to increase booking value and maximize revenue.
• Resolve billing inquiries, payment issues and reservation concerns with accuracy and empathy.
• Modify reservations while ensuring compliance with company policies.
• Work efficiently using Salesforce, SAP and CRM platforms to manage customer accounts and bookings.
• Maintain accurate customer records and detailed documentation.
• Meet and consistently work towards achieving company KPIs and quality standards in a fast-paced environment.
• Thrive in international campaigns while working American business hours and adapting to global customer expectations.
• Collaborate with different teams to resolve customer concerns quickly and efficiently.

Administrative and procurement Intern - SMACHS FOUNDATION

(2024-09-11 - 2024-12-16)

• Managed front desk operations and created a professional, welcoming environment for visitors and clients.
• Coordinated calls, emails, appointments and internal communication to support daily office operations.
• Assisted with document preparation, filing, record Management and administrative support tasks.
• Logistic coordination.
• Demonstrated reliability, professionalism and attention to detail in administrative responsibilities.

Research Assistant - DUPOTO E MAA

(2024-03-20 - 2024-06-13)

• Conducted field data collection and community surveys while ensuring accuracy and confidentiality of information collected.
• Engaged with respondents professionally and built positive community relationships during research.
• Organized collected data for reporting.
• Worked collaboratively with team members to meet project timelines and data collection targets.

Extension officer and secretary trainee - County Government of Laikipia

(2023-02-20 - 2023-05-19)

• Supported agricultural extension activities through community engagement, field coordination, and administrative support.
• Assisted in preparing reports, schedules, and communication between staff and community stakeholders.
• Worked with different NGO's to train farmers.
• Coordinated meetings, provided secretarial support and office coordination.

Agribusiness Management - University of Nairobi