Brendah Maina

• Manage high-volume inbound and outbound customer support tickets via phone, email, and live chat
using CRM and ticketing systems (Zendesk / Salesforce-style platforms).
• Resolve customer inquiries and complaints while meeting SLA, CSAT, and quality assurance targets.
• Accurately log, categorize, and update cases in CRM systems to ensure complete documentation and
follow-up.
• Escalate complex issues using defined workflows and collaborate with internal teams for resolution.
• Maintain up-to-date product knowledge to deliver accurate, consistent customer support.
• Identify recurring issues and contribute to process improvement and knowledge base updates.

• Led customer onboarding and adoption processes, ensuring a smooth transition and positive first
experience.
• Managed customer accounts to track engagement, performance, and retention.
• Drove revenue growth through strategic cross-selling and upselling initiatives, identifying expansion
opportunities based on customer performance data.
• Collaborated with Sales and Support departments to design a seamless, value-driven customer
experience.

• Handled high-volume customer interactions for a major e-commerce platform via phone, email, chat, and
ticketing systems (Zendesk/Freshdesk-style).
• Resolved order issues, returns, refunds, and delivery concerns while meeting SLA and CSAT benchmarks.
• Processed customer orders and updated records accurately within CRM platforms.
• Met and exceeded monthly sales targets and quotas through targeted telesales and customer-centric
upselling strategies.
• Generated detailed daily reports on KPIs, including average handle time and first-contact resolution rates.
• Escalated complex cases using defined workflows to ensure timely resolution.

• Delivered customer support for technical and service-related inquiries via phone and email.
• Logged, tracked, and resolved customer issues.
• Educated customers on product usage, troubleshooting, and best practices to reduce repeat contacts.
• Collaborated with internal teams to resolve escalated technical issues.
• Maintained detailed documentation and contributed to knowledge base improvements.

• Followed strict process workflows, QA guidelines, and confidentiality policies.
• Met productivity, quality, and accuracy benchmarks in a remote/hybrid work environment.
• Collaborated with QA teams to implement feedback and continuous improvement initiatives.
• Supported global clients by delivering high-accuracy data processing and content relevance evaluation to
improve end-user experience.

• Managed customer billing inquiries and accounts receivable communications using internal systems.
• Resolved billing discrepancies while maintaining accurate customer and financial records.
• Negotiated payment plans and followed up on outstanding balances.
• Documented all interactions and resolutions to support audit and compliance requirements, leading to a
20% reduction in delinquent accounts.