Cecilia Munga

Cecilia Munga Customer Support and Retention Specialist Customer Support and Retention Specialist with over two years of experience delivering exceptional service via phone, chat, email, and web. Skilled in managing CRM systems, resolving customer inquiries promptly, scheduling appointments, and improving customer satisfaction. Proven track record of reducing issue resolution times and enhancing customer experiences. Energetic communicator with a proactive approach and a talent for anticipating customer needs. Experience Administrative Assistant – Upwork (Remote)December 2023 – Present Delivered high-quality support to customers via phone, chat, and email, ensuring a 98% satisfaction rate. Utilized CRM systems to track customer interactions and improve engagement. Prepared and analyzed reports to identify customer concerns and suggest solutions. Maintained professionalism and phone etiquette while addressing a wide range of customer concerns. Maintained professionalism and phone etiquette while addressing a wide range of customer concerns. Analyzed customer feedback to improve support processes and reduce response time by 30%. Administrative Virtual Assistant – Teleperformance May 2022 – November 2023 Provided frontline customer support, addressing and resolving inquiries efficiently. Managed and updated accurate customer records in CRM systems to ensure accurate documentation. Coordinated virtual meetings and customer engagement initiatives, improving communication and service delivery. Collaborated in customer experience improvement initiatives, resulting in a 25% reduction in resolution time. Demonstrated flexibility by managing multiple tasks and shifts, including evenings and weekends. Education University of Kabianga Bachelor of Communication and Public Relations 2015 – 2019 Coursework: Customer relationship management, marketing, office management, and administrative skills Alx Africa Virtual Assistant Certification 2024 Skills Customer Service & Satisfaction CRM Management & Data Entry Appointment Scheduling & Calendar Management Travel itinerary planner Phone, Email, Chat, and Web Support Complaint Resolution & Conflict Management Microsoft Office Suite Typing Virtual Meeting Coordination Problem-Solving & Critical Thinking Attention to Detail & Proactive Communication