ROSEMARY NYAMBURA
Customer Service| Telesales | Quality Analysis | Team Management | Coaching
Tel:- Email:-Linkedin: https://www.linkedin.com/in/rosemary-nyambura-00a18991
__________________________________PROFILE_____________________________________
Dynamic and result-oriented professional with a proven track record of rapid career
advancement, having been promoted within four months in a new company by exceeding
targets and surpassing expectations. I am a critical thinker driven by inspiration and
commitment to capturing and understanding customer insights. Adept at mentoring teams to
achieve peak performance, I demonstrate exceptional adaptability in dynamic environments,
consistently delivering outstanding results. Additionally, I am dedicated to customer handling
including marketing, product campaigns , issue resolution and customer winback.
_________________________________KEY SKILLS ____________________________________
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Telesales and marketing
Leadership and Supervision
E-commerce
Report Creation
Data analysis
Decision Making
Quantitative analysis
Communication skills
Customer Service Excellence
Problem solving
Data Analysis
Workforce Forecasting and Planning
Performance Monitoring
Multicultural Team Management
Quality Management
____________________PROFESSIONAL / WORK EXPERIENCE_______________________
Copia Kenya (November 2023 to May 2024)
Position: Customer Care Back office Supervisor
ROLES
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Team Management
Customer Support
Quality Assurance
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Performance Management:
Communication and Team Coordination
Data Analysis and Reporting
Continuous Improvement
Conflict Resolution
Telesales and campaigns
Marketing and product survey.
Copia Kenya (June 2022 to November 2023)
Position: Customer Care Back Office Associate
● Resolving escalations in form of tickets
● Marketing and Product Surveys
● Ecommerce
● Escalating issues to Internal and External stakeholders for Resolution
● Managing customer expectations while resolving their issues and updating them when
the issue is resolved
● After sale service
Copia Kenya(December 2021 to June 2022)
Position: Customer Care Frontline Associate,
● Receiving inbound calls where I assisted both agents and customers with their requests
and inquiries.
● Assisting in Back Office at request
● Service to sales conversion including cross selling and upselling.
Freelance: (January 2020 to November 2021)
Position: Customer Care:
● Webchat
● Data entry
● Customer Service
● Sales and Promotions
● Marketing Surveys.
Domey Academy. (February 2016 to December 2019:
Position: Quality Analyst
ROLES:
● Quality Analysis of revision materials
● Data entry.
● Collaboration with teachers to produce quality revision resources for all levels of
education.
Amazing Interiors: (November 2014 to December 2015)
Position: Sales officer
Roles:
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Advising clients on the various interior designs depending on their preferences.
Responsible for creating and operating designs.
Responsible for the visual identity of the products.
Providing training for new sales executives.
Britam Kenya: April 2014 to October 2014; Financial Advisor and Sales Agent
● Acquiring new clients for Insurance packages
● Making Cold Calls to Clients
● Advising clients on various insurance packages.
January 2013 to September 2013; Teacher at PCEA Karia Academy, Kiambu. For classes 4 to 6.
_______________________________ EDUCATION ___________________________________
2013 - Bachelor of Commerce : Kenyatta University: Human Resource Management. Ongoing-: Mbooni Girls’ High School, K.C.S.E exams where I attained a mean grade of B-.
Good Daddy Primary School. P.L.E exams. Passed with 7 aggregates with Division
Other Trainings:
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Cyber Security Awareness Certification.
Workplace Harassment and Bullying
Sexual Harassment
Awarded two certificates of participation in a training program at the Kenya Revenue
Authority main office at Times Towers, 2014.
Notable Achievements:
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Best Customer Service Associate
Best Customer Service Associate in QA
Member of Issue Resolution Tatua Team
Outstanding Customer Service Trainee
Recognized for Living the Customer Values of Urgency, Customer Centricity and Team
Work
● Career Committee Representative for Kenyatta University Career Committee City
Campus Charter, 2015.
______________________COMPETENCES AND INTERESTS____________________________
● Proficient in Google Workspace (Gmail, Google Sheets, Slides, Google forms, Google
Meet)
● Extensive Knowledge in Zendesk, Freshdesk, Intercom, LiveChat, Tawk.to, Salesforce,
Freshdesk Knowledge Base, SurveyMonkey, Typeform, Google Forms, Chatbots, Google
Analytics, Tableau, Slack, Microsoft Teams, Trello, Odoo, Telephony, CCS , 3CX, CRM and
Freshworks systems
● Computer skills (MS Word, MS Excel, MS PowerPoint and MS Access and other internet
concepts).
● Excellent typing skills and a great command of English.
● Music, drama, movies and adventure.
● Outdoor pursuits since I have a huge interest in community development work and have
been a member of the Kenya Wildlife Club and the Environment Club.
__________________________________REFEREES___________________________________
Upon request
