Susan Musili , Customer Service Specialist

About

With a robust background in customer service, sales, and e-commerce, I bring a wealth of expertise cultivated through dynamic roles at Purpink Gifts, Koa Save Africa, and Jumia Kenya. As a Customer Service Representative at Purpink Gifts, I excelled in promptly responding to inquiries, achieving a 95% positive feedback rate, and contributing to a 40% improvement in handling challenging customer situations. My collaboration with cross-functional teams has resulted in a 25% reduction in escalations, and my analytical skills shine through in in-depth customer feedback analysis, providing invaluable insights for strategic decision-making. As a Customer Service Intern at Koa Save Africa, I demonstrated responsiveness, achieved an 85% customer satisfaction rate, and efficiently managed and resolved issues, contributing to a 30% reduction in escalations. In my previous role as a Retail Sales Associate at Jumia Kenya, I executed effective telesales and e-commerce strategies, significantly boosting sales and customer acquisition. I ensured exceptional customer satisfaction through diligent follow-ups and problem-solving, contributing to increased revenue and customer engagement. Consistently surpassing sales targets, I showcased a commitment to excellence and performance, actively contributing to team and operational improvement. My diverse skill set encompasses customer service, sales, problem resolution, strategic analysis, and collaborative teamwork, making me a valuable asset to dynamic and customer-focused environments. In my next opportunity, I would like to utilize and expand my skillset in a Customer Service/ Customer Support role. Please get in touch with me at

cal.com/susanm

if you would like to chat 😊

Experience

Purpink Gifts

Apr 2023 – Nov 2023

Nairobi, Kenya

Customer Service Representative

Key Achievements: • Achieved a 95% positive feedback rate by responding promptly to customer inquiries and requests through phone, WhatsApp, live chat, email, and social media. • Demonstrated expert-level proficiency in product knowledge and order management, resulting in a remarkable 98% reduction in order-related issues. • Maintained a rapid resolution rate of 90% while effectively resolving customer concerns across various communication channels, enhancing the overall customer experience. • Maintained an exceptional accuracy rate in payment processing, ensuring secure and precise customer transactions. • Successfully implemented up-selling and cross-selling strategies, leading to a notable 15% increase in revenue and fostering strong customer loyalty. • Displayed deep empathy and an intuitive understanding of customer needs, resulting in a remarkable 20% increase in customer retention. • Collaborated seamlessly with logistics and product development teams, contributing to a 25% reduction in customer escalations. • Conducted in-depth analysis and reporting of customer feedback and trends, providing invaluable insights to guide business decisions and enhance the overall customer experience. • Upheld meticulous standards in maintaining customer records, ensuring accurate and up-to-date information, streamlining interactions, and enhancing service efficiency. • Actively engaged in continuous training and professional development opportunities, leading to a remarkable 40% improvement in handling challenging customer situations.

Koa Save Africa

Jan 2022 – May 2022

Nairobi, Kenya

Customer Service Intern

I was part of the customer operations team tasked with creating a streamlined customer onboarding process and ensuring that customers were happy and their issues were resolved as soon as possible. Key Achievements • Achieved an impressive 85% customer satisfaction rate by responding with exemplary responsiveness and professionalism to customer inquiries via phone, SMS, email, and email. • Successfully managed and resolved customer issues and complaints with empathy and composure, resulting in a remarkable 30% reduction in escalations. • Facilitated prompt resolution of complex customer concerns, contributing to a 20% faster resolution time within the broader team. • Demonstrated an in-depth understanding of products and services, providing comprehensive information to existing and potential customers, leading to a notable 15% increase in product adoption and customer retention. • Maintained a high first-call resolution rate of 90% while handling inbound calls and emails, enhancing the overall customer experience and reducing follow-ups.• Conducted KYC (Know Your Customer) verification for new customers, ensuring compliance and risk mitigation. • Provided timely feedback to customers regarding service failures or concerns, demonstrating a commitment to improving the customer experience.

AIESEC in Kenya

Feb 2021 – May 2022

Nairobi, Kenya | Part-time

Partnerships and Operations Manager

As the Partnerships and Operations Manager at AIESEC in Kenya, I played a pivotal role in driving organizational growth and fostering cross-cultural learning experiences for youth in challenging environments across 126 countries. Key Achievements: • Successfully contacted over 250 potential partner companies, showcasing persuasive sales pitching skills and expanding the organization's network. • Orchestrated and led sales meetings, meticulously recording minutes, thereby ensuring clear communication and a structured approach to partnership development. • Demonstrated strong proposal-writing proficiency, securing partnerships through compelling presentations and tailored proposals to potential companies. • Revamped the CRM tracker, optimizing data management processes, resulting in improved organizational efficiency and streamlined partnership tracking. • Efficiently managed engagement spaces, allowing the team to operate seamlessly and maximizing productivity in collaborative efforts.

Jumia Kenya

May 2019 – Dec 2020

Nairobi, Kenya

Retail Sales Associate

Key Achievements: • Successfully executed effective telesales and e-commerce strategies, significantly increasing sales and customer acquisition. • Ensured exceptional customer satisfaction by meticulously following up with customers, guaranteeing timely and flawless delivery of their orders. • Exhibited exceptional communication and problem-solving skills, resulting in the effective resolution of customer complaints and the maintenance of customer loyalty. • Played a pivotal role in driving sales on the Jumia e-commerce platform by assisting customers in placing orders, contributing to increased revenue and heightened customer engagement. • Consistently exceeded short- and long-term sales targets, showcasing a solid commitment to excellence and outstanding performance. • Proactively contributed innovative ideas and suggestions to enhance overall team performance and operational efficiency, which management received well. • Assisted management in identifying and resolving workflow challenges, streamlining processes, and optimizing productivity throughout the sales department.

Education

Alison

Diploma in Customer Service, Business

Susan Musili

Customer Service Specialist

Skills

Languages