Eunice Atieno Munubi

Contact- (Home)- www.linkedin.com/in/eunicemunubi-a- (LinkedIn) Top Skills Stress Management Typing Graphic Design eunice munubi Customer representative: In-Store Representative | voice representative | Store pilot (Virtual store assistant) Nairobi County, Kenya Summary International customer support professional specializing in virtual store assistance, in-store support, and voice representative. Experienced with CRM tools including Salesforce, Manhattan Omni, and various communication platforms. Known for building strong customer relationships, driving sales through effective up-selling, and delivering energetic, confident service across global and local companies. Strategic thinker with a passion for problem-solving Experience Chapacopy In-store Customer Service Representative January 2025 - Present (5 months) Nairobi County, Kenya Main duties and responsibilities: 1. Lead Generation -Recognize potential sales opportunities during customer interactions. -Convert inquiries into actual sales or generate leads for future business -Monitor market trends and competitor activities to identify sales opportunities 2.Product Knowledge: -Be knowledgeable of the company’s products and services to effectively assist customers and provide tailored recommendation. -Educate customers on product features, benefits, and usage to enhance their overall experience. 3. Up-selling and Cross-selling: -Identify opportunities to offer additional products or services to customers that matches their needs increasing the value of each transaction. -Meet or exceed set sales targets through upselling and cross selling while providing customer service. 4.Customer Interaction: Page 1 of 4 -Attend to customer inquiries through various channels, including phone calls, emails, live chat, and in-person interactions. -Provide accurate information about products or services and address customer concerns in a professional and timely manner. 5.Problem Resolution: -Troubleshoot and resolve customer issues, escalating complex problems to higher levels of support when necessary. 6. Feedback Collection: -Collect and document customer feedback on products or services to help in refining sales strategies and improve on returns. -Follow up on clients to help retain clients, fostering repeat purchases and long term loyalty. CCI Global Call Center Representative- (Voice and virtual store pilot) October 2024 - December 2024 (3 months) Tatu City, Kiambu, Kenya Voice representative 1. Maintaining a positive, empathetic, and professional attitude toward customers always. 2. Responding promptly to customer inquiries. 3. Communicating with customers through various channels. (Voice and Chat) 4. Knowing our products inside and out so that you can answer questions. 5. Processing orders, forms, applications, and requests. 6. Keeping records of customer interactions, transactions, comments, and complaints. 7. Communicating and coordinating with colleagues, as necessary. 8. Providing feedback on the efficiency of the customer service process. 9. Ensure customer satisfaction and provide professional customer support Virtual store pilot representative 1. Assist customers remotely through the store. 2. Help customers find products in the store. 3. Answer questions about product availability and features. 4. Process returns or exchanges virtually. 5. Provide support for self-help returns. 6. Direct customers to the right department. 7. Support in-store shoppers through voice calls. Page 2 of 4 Nugabest In-store customer support representative January 2021 - December 2023 (3 years) Nairobi County, Kenya Main duties and responsibilities: 1. Lead Generation -Recognize potential sales opportunities during customer interactions. -Convert inquiries into actual sales or generate leads for future business -Monitor market trends and competitor activities to identify sales opportunities 2.Product Knowledge: -Be knowledgeable of the company’s products and services to effectively assist customers and provide tailored recommendation. -Educate customers on product features, benefits, and usage to enhance their overall experience. 3. Up-selling and Cross-selling: -Identify opportunities to offer additional products or services to customers that matches their needs increasing the value of each transaction. -Meet or exceed set sales targets through upselling and cross selling while providing customer service. 4.Customer Interaction: -Attend to customer inquiries through various channels, including phone calls, emails, live chat, and in-person interactions. -Provide accurate information about products or services and address customer concerns in a professional and timely manner. 5.Problem Resolution: -Troubleshoot and resolve customer issues, escalating complex problems to higher levels of support when necessary. 6. Feedback Collection: -Collect and document customer feedback on products or services to help in refining sales strategies and improve on returns. -Follow up on clients to help retain clients, fostering repeat purchases and long term loyalty. CloudFactory Customer Support Agent Page 3 of 4 January 2019 - September 2020 (1 year 9 months) Westlands 1. Product knowledge and education. 2. Processing and counter checking accuracy. 3. Data entry 4. Communicating and coordinating with colleagues, as necessary. 5. Providing feedback on the efficiency of the customer service process. 6. Ensure customer satisfaction and provide professional customer support Nairobi City County Technical Assistant March 2016 - April 2016 (2 months) Nairobi County, Kenya 1. installation of different software; MS Office. Windows XP, Linux configuration, MS Visuals, Windows 2000 server. 2. Repairing of computers and printers in various county offices. 3. Installation of various antivirus software and their updates e.g. Kaspersky. 4. Printing and setting up printer’s configuration and drivers. Troubleshooting computer-related problems i.e. both hardware and software. 5. Network troubleshooting and maintenance. 6. Installation and design facility of the network. 7. Installation of switches. 8. Trucking of cables. 9. Termination of cables Education Zetech University Diploma , Information Technology Page 4 of 4