Benson Murage Email & Phone Number

Kenya

Nairobi, Kenya

Lead a team of customer support professionals, ensuring the delivery of high-quality service and customer satisfaction.Manage and resolve complex customer issues across multiple channels, including billing, technical support, and product inquiries.Develop and implement strategies to improve support processes and operational efficiency.Mentor and train team members, fostering a collaborative and high-performance work environment.

Nairobi, Kenya

Credit Repair Cloud is a software company that provides a platform for individuals and businesses to launch, manage, and grow their credit repair businesses.As a Customer Happiness Champion, I provided exceptional customer support across various channels including email, phone, and chat. My focus was on maintaining swift response times, delivering quality resolutions, and educating customers with empathy.Achievements:Resolved over 25,000 support requests within 2 years.Consistently ranked in the top 3 for highest CSAT most months.Received excellent internal QA ratings consistently.Utilized Zendesk to effectively support users.Became highly proficient in CRC software.Provided multi-channel support including email, phone, and chat.Maintained high standards in response times, quality resolution, empathy, and customer education.

Nairobi, Kenya

Led and mentored a team of customer support agents, coached them to be successful customer support agents, managed clients' interests and agreements, and facilitated communication and cooperation between Influx's clients and support agents.

Nairobi, Kenya

Interacted with customers to boost Influx's clients' business development and customer relationships, answered questions, resolved customer challenges and issues, educated customers on products and services, and troubleshot systems. Proficient in using multiple tools including Zendesk, Freshdesk, Front, Intercom, and Helpscout for customer support via email, chat, and phone. Supported multiple clients within Tech, Saas, and E-commerce.Achievements:Quickly learned and became proficient in multiple Saas and e-commerce clients' products and tools, enabling efficient and effective support.Consistently maintained a 0 inbox for all clients as much as possible, resulting in improved requester wait times, resolution times, and satisfaction.Trained new agents joining different clients whenever needed, demonstrating strong leadership and mentoring skills.Suggested ways of improving processes to clients, resulting in more efficient and resource-saving practices.

Kenya

As a Marketing Associate at eMomentum Interactive Systems, I was responsible for generating, nurturing, and qualifying business leads, establishing and maintaining business relationships with customers and prospects, and supporting the success of the marketing and sales departments.Achievements:Successfully converted an average of 25 out of every 100 telemarketing leads into sales-qualified leads, resulting in increased revenue for the company.Developed and implemented a telemarketing strategy that helped to qualify email campaign leads, resulting in a higher conversion rate and improved efficiency for the sales team.Maintained the company's CRM system (Sugar CRM) with complete and accurate data, ensuring that each deal was in the required status/stage at any given moment. This helped to streamline the sales process and improve the accuracy of sales forecasting.Collaborated with the sales team to ensure that marketing campaigns were aligned with sales objectives and goals, resulting in increased lead generation and improved sales performance.Conducted market research and analysis to identify new business opportunities and target markets, which led to the development of successful marketing campaigns and increased revenue for the company.

Kenya

In this role, the primary objective was to promote the digital payment system, Mtiba, developed by Dodore Kenya for Pharmaccess Foundation and Safaricom. The role involved conducting outbound campaigns, creating awareness, and enlisting health providers to use the service in their facilities. It was a marketing and customer service role that required educating health facilities on how to use the program and answering their questions.Achievements:Conducted an outbound campaign to enroll health facilities in the M-tiba program.Handled inbound contact to answer questions and guide targets.Cleaned up the list of health facilities/networks in Kenya by the end of the program.Raised awareness of the M-tiba program among health facilities.Enrolled health facilities in the program.Educated health facilities on how to use the program.

Kenya

As a Customer Service Representative at Olives College of Professional Studies, the main responsibilities were providing administrative support to the office and setting up operational processes that improved office workflow. The role also involved promoting the college to the community, resulting in increased traffic and new student enrollments.

Bachelor'S Of Science, Human Resource Management

Diploma, Business Administration And Management, General