Maureen A.
Mid-Level Customer Success Specialist
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About
Maureen A. is a seasoned professional in customer service, currently excelling as a Customer Success Specialist at Call Center International. Since July 2024, she has managed order processes and resolved customer inquiries through various channels such as emails, live chats, and social media, utilizing her expertise in CRM tools like Gorgias and Shopify. Her ability to maintain key performance indicators such as Quality Assurance and Customer Satisfaction makes her a valuable asset. Previously, from 2022 to 2024, she worked as an English Tutor for the Board of Management in Saudi Arabia, where she fostered learning environments and participated in communication-focused activities. Maureen's educational background in Analytical Chemistry from Sigalagala National Polytechnic equips her with strong analytical and problem-solving skills. Her proficiency with Microsoft Office Suite and other web-based applications, paired with her excellent multitasking capabilities, further enhances her effectiveness in diverse roles.
Experience
Customer Success
Call Center International · 2024 — PresentManage the Order Management processes from collection to delivery and returns, ensuring the highest service level. Address customer queries and resolve concerns through emails, live chats, and social media. Utilize CRM tools such as Gorgias, Shopify, and web-based applications including Outlook, Teams, and Excel to enhance customer satisfaction. Maintain key performance indicators in customer service and implement Standard Operating Procedures in the department. Collaborate with Finance, Customer Development, and Logistics to minimize order cycle times and improve the customer experience. Promote product sales through up-selling and cross-selling while handling customer complaints with empathy. Work with Finance to ensure timely claims bookings and conduct investigations for refund claims. Prepare customer service performance management reports, including management reviews and presentations.English Tutor
Board of Management · 2022 — 2024Fostered an enabling environment for learners to engage and express themselves. Assisted in assessment, evaluation, and mentorship, participating actively in English communication activities. Contributed to meetings and the development of new practices.
Skills & Expertise
Education
- Kenya certificate of tertiary level in Analytical Chemistry (Quality control and assurance)Sigalagala National Polytechnic · 2018 — 2021
- Kenya certificate of secondary educationEmwiru' secondary school · 2014 — 2017
- Kenya Certificate of Primary EducationEmulole Primary School · 2006 — 2013
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