Rachael

Rachael Kaburu

Nairobi, Kenya | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | LinkedIn:

https://com/in/rachael-kaburu-2193a920b

PROFESSIONAL SUMMARY

Detail-oriented and highly communicative Customer Support Representative with 3+ years of experience

providing omnichannel support through live chat, email, social media, and phone calls. Proficient in CRM tools

such as Salesforce and skilled at handling complaints, verifying documentation, and maintaining client trust

through timely, professional support. Known for handling pressure well, coordinating across departments, and

quickly identifying and resolving client issues. Seeking to bring my experience and commitment to excellence

to a compliance and support role.

CORE SKILLS & COMPETENCIES

- Omnichannel Customer Support (Live Chat, Email, Phone)

- Complaint Handling & Issue Resolution

- CRM Management (Salesforce)

- KYC Documentation Review & Client Verification

- Client Needs Analysis & Follow-ups

- Gmail Workspace & Helpdesk Experience

- Call Handling with Professional Tone

- Interdepartmental Communication

- Attention to Detail & Process Compliance

- High English Proficiency (Written & Spoken)

- Fast Learner & Adaptable Under Pressure

WORK EXPERIENCE

Customer Service Representative | Dag Heward Mills Ministry

Nairobi, Kenya | Jan 2022 Dec 2023

- Delivered customer support through phone calls, emails, live chat, and social media platforms.

- Monitored and managed customer inquiries and escalations, ensuring resolution and follow-up.

- Verified client requests, collected required documents, and logged detailed records in the CRM.

- Assisted with account-related issues, resolving them in collaboration with internal departments.

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- Maintained service accuracy and compliance with data protection and service standards.

- Worked under pressure to manage large volumes of queries while meeting service KPIs.

Sales Representative | Airtel Networks Kenya

Nairobi, Kenya | Jan 2024 Present

- Managed CRM records while responding to client questions and concerns across channels.

- Handled and escalated client issues as needed, delivering accurate and empathetic responses.

- Verified information during service activations and documented updates per company procedures.

- Provided professional phone support and followed up with clients on documentation or inquiries.- Liaised with

different departments to resolve issues that affected service delivery or compliance.

EDUCATION & CERTIFICATIONS

Bachelor of Science in Medical Laboratory Science | Mount Kenya University

Kenya | Graduated July 2022

Diploma in Business Management | Alison Institution

Online | Earned November 2022

TECHNICAL SKILLS & TOOLS

- CRM Tools: Salesforce

- Communication Tools: Gmail Workspace, Microsoft Teams

- Support Systems: Live Chat, Helpdesk Platforms

- Productivity Tools: Microsoft Excel, Outlook, Word, Google Sheets

REFEREES

Available upon request
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