Irene Kathomi Gitonga

IRENE KATHOMI GITONGA Email:-| Phone: - Location: Nairobi, Kenya | Open to relocation Professional Summary Dedicated and empathetic Customer Support professional with over one year of experience in managing client inquiries, resolving issues efficiently, and ensuring customer satisfaction across multiple channels. Skilled in clear communication, multitasking, and maintaining a positive attitude in fast-paced environments. Eager to bring strong problem-solving abilities to a dynamic customer service team in Dubai. Professional Experience Customer Service Representative Altruist Technologies – Nairobi, Kenya Jan 2023 – Dec 2023 - Responded to customer inquiries via phone and chat, handling an average of 80+ daily interactions. - Provided accurate information, resolved complaints, and followed up to ensure customer satisfaction. - Maintained records of customer interactions using CRM software. - Achieved a 95% customer satisfaction rating during monthly performance reviews. Online Therapist (Part-Time) PsychX – Remote Nov 2022 – Mar 2024 - Delivered empathetic support and guidance to clients in a confidential setting. - Built rapport through active listening, which enhanced client trust and engagement. - Demonstrated strong communication and emotional intelligence in resolving client concerns. Research Assistant GeoPoll Research Company – Nairobi, Kenya Dec 2021 – Mar 2024 - Conducted surveys and interviews with participants and ensured data accuracy. - Communicated clearly with respondents, demonstrating patience and professionalism. Education Bachelor’s Degree in Medical Psychology Moi University – Kenya Skills - Customer Communication (Phone, Email, Chat) - CRM Software (e.g., Zoho, Freshdesk) - Problem Solving & Conflict Resolution - Multitasking & Time Management - Empathy & Emotional Intelligence - Microsoft Office & Google Workspace Languages - English – Fluent - Kiswahili – Fluent