Grace Macharia

GRACE MACHARIA CUSTOMER SERVICE AND SUPPORT NAIROBI, KENYA --SKILLS AND COMPETENCIES Customer service Customer management Customer Support Effective Communication Patience Empathy Problem-Solving Skills Product Knowledge Time Management Active Listening Conflict Resolution Technical Proficiency ViciDial Fresh Caller OpenPhone TalkDesk FreshDesk G Suite Skype Slack Zoom MS Office UNAVO Telgoo5 HubSpot HelloLeads WORK EXPERIENCE REMOTE CUSTOMER SERVICE REPRESENTATIVE - PARICUS, FLORIDA USA APRIL 2022 - NOVEMBER 2024 ● Handled 50-70 inbound and outbound customer interactions daily via phone and email, consistently achieving high customer satisfaction ratings averaging 97% ● Resolved customer issues promptly and effectively, achieving a 95% resolution rate ● Recognized by management for consistently delivering exceptional service and achieving high customer satisfaction scores averaging 97% ● Hand picked out of a team of 50+ agents for special duties due to maintaining exceptional customer satisfaction score of 97% ● First point of contact for customers with account management, basic troubleshooting of devices, consistently exceeding performance targets by 20% on average ● Solved technical issues for customers, resulting in a 20% reduction in call volume ● Monitored customer accounts, maintaining records and updating information ● Renewal of accounts after going dormant, resulting in 70% retention ● Collaborated with cross-functional teams such as technical support and field agents to address systemic issues impacting customer satisfaction and retention ● Utilized active listening skills to understand customer needs and provide personalized solutions, resulting in increased customer loyalty and retention ● Participated in training sessions to stay updated on product knowledge, company policies, and call center procedures ● Managed appointment calendars and ensured accurate scheduling of appointments based on availability INSURANCE SALES AGENT AND FINANCIAL ADVISOR - UAP OLD MUTUAL KENYA, NAIROBI KENYA AUGUST 2016 - NOVEMBER 2021 ● Accomplished a client retention rate of 90% through proactive account management and personalized service ● Exceeded quarterly sales targets by an average of 30% through proactive sales strategies ● Achieved a client satisfaction rating of 95% based on post-sales surveys ● Consulted with high-net-worth clients to assess risk and recommend customized insurance solutions ● Developed community outreach programs to educate residents on insurance options and risk management EDUCATION AND CERTIFICATIONS CERTIFIED PROFESSIONAL MEDIATOR (CPM) Certified as a Professional Mediator by Eckerd College Mediation Training Institute, Florida USA July 2019 BUSOGA UNIVERSITY, UGANDA — BACHELORS OF LAW (LLB) May 2007 - April 2011