Mary Wanjiku Kiarie

MARY WANJIKU KIARIE Customer Service Agent 📞 - |-🔗 LinkedIn Profile: linkedin.com/in/mary-kiarie PROFESSIONAL SUMMARY Customer service and sales professional with 3+ years of experience in inbound customer support, telesales, and escalation management. Proven ability to drive revenue growth, maintain high customer satisfaction (95% CSAT), and exceed sales targets. Seeking a dynamic role to challenge myself and contribute to business success. AREAS OF EXPERTISE       Problem solving Account Management Data Analysis CRM tools (Zendesk, Salesforce Cold calling (Genesis Phone) Personalisation KEY ACHIEVEMENTS Exceeding Sales Targets: Generated KES 1,120,000 in sales annually, surpassing monthly revenue targets by 20% at StarTimes Kenya. Customer Retention Boost: Achieved 30% increase in customer retention through strategic relationship management. Efficiency Improvement Initiatives: Reduced response time by 30% using CRM, improving first-call resolution rates significantly. Revenue Growth Success: Converted 15% of outbound leads, enhancing revenue by 50% PROFESSIONAL EXPERIENCE. STARTIMES KENYA Telesales Agent     Aug 2023 – Jan 2025 Generated KES 1,120,000 in annual sales maintaining an average monthly revenue of KES 95,000. Surpassed sales targets by 50%, contributing to increased company revenue and customer acquisition. Made over 80+ outbound calls daily via CRM software (Salesforce,) converting 15% of the leads through personalized sales pitch and follow-up. Improved telesales strategies and increased conversion rates by 20% gathering feedback of 200+ respondents in an online marketing survey thereby improving  Adapted seamlessly to a hybrid work setup, efficiently handling remote customer interactions. Inbound Agent      Mar 2023 – Jul 2023 Managed 90+ daily customer inquiries via phone and email, achieving a 90% first-call resolution rate. Utilized CRM tools (StarIboss, Genesis Phone, Zendesk) to accurately document 80+ daily customer interactions, reducing resolution time by 30%. Upheld professionalism and successfully de-escalated 40+ complaints, improving customer retention by 60%. Resolved 95% of technical issues on first contact, enhancing user experience and reducing escalations. Consistently exceeded KPI targets (10+) by ensuring prompt and effective service delivery, enhancing operational efficiency and customer satisfaction. KONNECT HUB Sales Representative    Jan 2021 – Apr 2022 Increased customer acquisition by 30% through lead generation strategies using Salesforce CRM. Managed 90% of online orders for Wi-Fi services, ensuring seamless installations and ongoing support. Built and sustained long-term client relationships through personalized engagement, generating 40% revenue growth. EDUCATION Bachelor of Arts (with IT), Second Class Honours (Upper Division) Maseno University — Kisumu, Kenya Aug 2016 – Nov 2021 CERTIFICATIONS   Microsoft Office Specialist Certification – Advanced proficiency in Word, Excel, and PowerPoint. Awarded Certificate of Excellent Service at StarTimes Kenya. REFEREES Available upon request,