Christine Getugi

CHRISTINE GETUGI Personal Information​ Kenyan Nairobi, Kenya -​ - linkedin.com/christine-getugi Professional Summary Dynamic and results-driven Customer Support Specialist with 4+ years of experience in delivering high-level client satisfaction in tech- driven environments. Adept at handling complex customer issues, safety escalations, telesales, and data reporting using tools like Zendesk, Freshdesk, and ERP systems. Recognized for empathy, precision, and timely service delivery. Passionate about improving customer journeys and operational workflows in fastpaced industries. Core Competencies​ Customer Service & CRM ▪​Customer Retention & Satisfaction ▪​Telesales & Upselling ▪​Zendesk, Freshdesk, Hodu, Beehive Communication & Soft Skills ▪​Email & Live Chat Handling ▪​Verbal & Written Communication ▪​Time Management | Attention to Detail Operations & Tech Tools ▪​ERP & Inventory Systems ▪​Tender Documentation | LPO/LSO Preparation ▪​Microsoft Office | Slack | Data Reporting Work Experience​ Customer Service Associate, Turaco Insurance Sep 2024 – Mar 2025 Nairobi, Kenya Roles and Responsibilities ▪​Engaged over 100 customers daily via Freshdesk & Hodu for upselling/cross- selling insurance products. ▪​Achieved monthly sales targets consistently, contributing to team performance. ▪​Resolved 95% of queries on first call/contact, improving customer satisfaction metrics. ▪​Registered and updated customer records in CRM systems with accuracy and confidentiality. ▪​Provided timely support for claims, inquiries, and technical product questions. Customer Service Expert- Safety Team, Teleperformance Kenya Limited Apr 2024 – Sep 2024 Nairobi, Kenya Roles and Responsibilities ▪​Handled high-priority safety escalations, resolving over 300+ critical cases during tenure ▪​Drafted empathetic and solution-focused communication across multiple channels (email, chat, call) ▪​Collaborated with team leads to improve SOPs for emergency responses. Customer Service Representative, Teleperformance Kenya Limited Apr 2021 – Mar 2024 Nairobi, Kenya Roles and Responsibilities ▪​Communicated effectively via Slack, Beehive, Zendesk, and e-mail thus improving TATs in information dissemination and case resolutions. ▪​Handled B2B product cases within deadlines and provided proactive support. ▪​Contributed to product innovations and improvements by analyzing and relaying user feedback. ▪​Adhered to strict data protection and security policies by safeguarding customer information against data breaches or unauthorized access. Procurement Intern, Golden Africa Ltd Feb 2020 – Apr 2021 Nairobi, Kenya Roles and Responsibilities (Under Supervision) ▪​Operated ERP systems to prepare LPOs, manage inventory, and monitor reorder levels. ▪​Assisted in procurement planning, preparing tender documentation, and validating supplier pre-qualifications. ▪​Supported stores management, stocktaking, and goods issuance processes thus enhancing efficiency along the supply chain. Administrator & Sales Representative, Jonnix Auto Services Jan 2017 – Dec 2019 Nairobi, Kenya Roles and Responsibilities ▪​Managed client communications, documentation, and requisitions. ▪​Maintained accurate client records and negotiated payment plans. ▪​Delivered general administrative support and customer engagement. Selected Achievements​ Education​ ▪ Reduced customer churn by consistently resolving complaints with empathy and efficiency. ▪​Played a key role in scaling customer safety response protocols at Teleperformance. ▪​Consistently met and exceeded telesales quotas over a 6-month period at Turaco Insurance. Diploma in Purchasing and Supplies Management University of Nairobi​ | 2018 Certificate in Purchasing and Supplies Management University of Nairobi​ |2015 Certificate in Computer Packages Komarock Institute of Technology​ | 2015 Kenya Certificate of Secondary Education (KCSE) St. Teresa Girls High School​ |2014 Hobbies & Interests Playing team sports​ References​ Networking & learning new skills​ Job Omanga Teleperformance Kenya Limited Operations Manager Phone: - E-mail:-Onyango Wyclif Omolo Athena Kenya Operations Manager Phone: - E-mail:- Volunteer work