Asina Ibrahim

ASINA IBRAHIM Kenya (Nairobi) | CUSTOMER SERVICE REPRESENTATIVE | FINTECH & SAAS Customer-focused service professional with over 3 years of experience in banking and retail environments. Skilled in handling customer inquiries, resolving complaints, maintaining service logs, and supporting front-desk operations. Proficient in CRM systems (HubSpot, Apollo, Slack) and committed to delivering efficient, courteous, and client-centered service. Demonstrated ability to improve customer satisfaction, monitor service performance, and support operational excellence. CORE SKILLS         Customer Inquiry Handling & Complaint Resolution CRM & Service Desk Management Front Desk & Reception Duties Customer Satisfaction Surveys & Feedback Collection Service Delivery Monitoring & Reporting Call Center & Help Desk Support Multilingual Communication (English, French, Kiswahili) Proficiency in Computer Applications PROFESSIONAL EXPERIENCE Customer Success & Sales Associate – ASCOL Trading Limited (2022 – 2025)        Received and responded to customer inquiries regarding products and services, ensuring courteous handling and timely resolution.  Recorded and updated customer interactions in CRM systems (HubSpot, Apollo, Slack) to maintain accurate service logs. Directed clients to relevant departments for specialized support when required. Managed front-desk interactions including welcoming customers and handling walk-in inquiries. Supported customer satisfaction initiatives by collecting feedback and improving service delivery processes. Processed transactions, returns, and payments accurately while maintaining POS records. Increased customer engagement by 22% and improved service efficiency by reducing FAQ inquiries by 15%.  Customer Service Representative / Teller – Standard Chartered Bank (2016 – 2020)       Resolved customer complaints promptly, improving satisfaction levels by 33%. Maintained accurate records of customer transactions and updated banking systems accordingly. Assisted customers with account inquiries, financial services information, and product guidance. Trained 15+ new staff on CRM systems and customer service best practices. Monitored service metrics and improved dashboard performance by 17% quarterly. Provided professional front-desk and counter service while ensuring compliance with operational policies. EDUCATION Bachelor of Business Administration – Maseno University (2009 – 2013) | Second Class Honours KEY STRENGTHS Customer-First Mindset • Empathy • Analytical Thinking • Calm Under Pressure • Strong Communication • Continuous Improvement