Connie Mungai

Hello! My name is Connie from Nairobi, Kenya and I've been working remotely for the past over 10 years in customer support and admin roles. Moreso I was able to work from Upwork.com and I managed to maintain a Top Rated profile with 5 star ratings .

My Upwork profile link >> https://www.upwork.com/freelancers/~01e20ab7926ab37731

I am a dedicated and solutions-focused 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐑𝐞𝐩𝐫𝐞𝐬𝐞𝐧𝐭𝐚𝐭𝐢𝐯𝐞 with a strong track record of resolving customer inquiries, troubleshooting issues, and enhancing overall satisfaction.

I'm skilled in identifying customer needs, providing clear and effective solutions, and ensuring a seamless customer experience across multiple channels (𝐩𝐡𝐨𝐧𝐞, 𝐞𝐦𝐚𝐢𝐥, 𝐜𝐡𝐚𝐭, 𝐚𝐧𝐝 𝐢𝐧-𝐩𝐞𝐫𝐬𝐨𝐧).

I take a structured approach to solving a client’s customer support needs by:

𝟏-𝐀𝐜𝐭𝐢𝐯𝐞𝐥𝐲 𝐋𝐢𝐬𝐭𝐞𝐧𝐢𝐧𝐠 & 𝐔𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝𝐢𝐧𝐠 𝐭𝐡𝐞 𝐈𝐬𝐬𝐮𝐞 – I engage with the customer attentively, asking clarifying questions to fully grasp their concern. By demonstrating empathy and patience, I make them feel heard and valued.

𝟐- 𝐃𝐢𝐚𝐠𝐧𝐨𝐬𝐢𝐧𝐠 & 𝐈𝐝𝐞𝐧𝐭𝐢𝐟𝐲𝐢𝐧𝐠 𝐭𝐡𝐞 𝐁𝐞𝐬𝐭 𝐒𝐨𝐥𝐮𝐭𝐢𝐨𝐧 – I analyze the situation, leveraging my product/service knowledge and company resources to determine the most efficient resolution. Whether it’s troubleshooting technical issues, resolving billing discrepancies, or providing step-by-step guidance, I tailor my approach to each customer’s unique needs.

𝟑-𝐂𝐥𝐞𝐚𝐫 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 & 𝐏𝐫𝐨𝐛𝐥𝐞𝐦 𝐑𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 – I break down complex information into simple, easy-to-understand explanations, ensuring customers have the confidence to proceed. If necessary, I escalate the issue to the appropriate department while keeping the customer informed throughout the process.

𝟒-𝐏𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞 𝐅𝐨𝐥𝐥𝐨𝐰-𝐔𝐩 & 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 – I don’t just solve the issue; I follow up to ensure the customer’s needs were fully met. If additional assistance is required, I take the initiative to provide further guidance, reinforcing trust and reliability.

5- 𝐂𝐨𝐧𝐭𝐢𝐧𝐮𝐨𝐮𝐬 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭 & 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲 – By analyzing common customer concerns, I provide feedback to the team to improve products, services, and support processes. This ensures a more seamless experience for future customers while enhancing overall operational efficiency.

I am proficient in CRM systems ,troubleshooting tools, and customer engagement strategies,

I am committed to delivering fast, effective, and personalized support that fosters customer loyalty and contributes to business growth.

Some of the tools I have used include

✅Zendesk,

✅Freshdesk,

✅Gorgias,

✅Shopify,

✅Recurly,

✅Salesforce,

✅Freshdesk

✅3PL Warehouse

✅Clickbank

✅Trello,

✅Asana

✅Kajabi

✅Hubspot

✅Mailchimp,

✅Tidio,

✅BigCommerce,

✅Microsoft Office Suite

✅Microsoft Teams

✅Last Pass,

✅Zoom ,

✅Slack

I am committed to delivering fast, effective, and personalized support that fosters customer loyalty and contributes to business growth.