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I am a customer service professional and phone operator with strong experience handling high call volumes, greeting and assisting clients, registering records, and resolving issues with patience and empathy. Over the years, I have supported customers through phone, email, mail, and social media while maintaining accurate records and ensuring a friendly, professional experience. I also bring solid office administration skills, including receptionist duties, cashiering support, scheduling appointments, and working with hospital and business systems. Comfortable training others on tools like IHMS/ERP and QuickBooks, I enjoy researching and solving complex cases, staying calm under pressure, and contributing to long-term service quality and customer retention.…I am a customer service professional and phone operator with strong experience handling high call volumes, greeting and assisting clients, registering records, and resolving issues with patience and empathy. Over the years, I have supported customers through phone, email, mail, and social media while maintaining accurate records and ensuring a friendly, professional experience. I also bring solid office administration skills, including receptionist duties, cashiering support, scheduling appointments, and working with hospital and business systems. Comfortable training others on tools like IHMS/ERP and QuickBooks, I enjoy researching and solving complex cases, staying calm under pressure, and contributing to long-term service quality and customer retention.

Julia Nasimiyu Abraham

Voice Actor, Voiceover Artist, Voice Director, +4

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I am a customer service professional and phone operator with strong experience handling high call volumes, greeting and assisting clients, registering records, and resolving issues with patience and empathy. Over the years, I have supported customers through phone, email, mail, and social media while maintaining accurate records and ensuring a friendly, professional experience. I also bring solid office administration skills, including receptionist duties, cashiering support, scheduling appointments, and working with hospital and business systems. Comfortable training others on tools like IHMS/ERP and QuickBooks, I enjoy researching and solving complex cases, staying calm under pressure, and contributing to long-term service quality and customer retention.…I am a customer service professional and phone operator with strong experience handling high call volumes, greeting and assisting clients, registering records, and resolving issues with patience and empathy. Over the years, I have supported customers through phone, email, mail, and social media while maintaining accurate records and ensuring a friendly, professional experience. I also bring solid office administration skills, including receptionist duties, cashiering support, scheduling appointments, and working with hospital and business systems. Comfortable training others on tools like IHMS/ERP and QuickBooks, I enjoy researching and solving complex cases, staying calm under pressure, and contributing to long-term service quality and customer retention.

Available to hire

I am a customer service professional and phone operator with strong experience handling high call volumes, greeting and assisting clients, registering records, and resolving issues with patience and empathy. Over the years, I have supported customers through phone, email, mail, and social media while maintaining accurate records and ensuring a friendly, professional experience.

I also bring solid office administration skills, including receptionist duties, cashiering support, scheduling appointments, and working with hospital and business systems. Comfortable training others on tools like IHMS/ERP and QuickBooks, I enjoy researching and solving complex cases, staying calm under pressure, and contributing to long-term service quality and customer retention.

Skills

CRM

Microsoft Office

Experience Level

CRM

Expert

Microsoft Office

Expert

Language

English

Fluent

Swahili

Advanced

Work Experience

Customer service representative and phone operator / telesales and phone operations at Onfonmedia

October 1, 2020 - May 1, 2024

Resolved customer complaints through phone and other communication channels, provided accurate customer data during and after calls, verified account information, and shared deals and promotions. Used computer technology to manage high call volumes and supported customer service delivery by coordinating with the customer service manager. Maintained call records by closing/opening call logs and prepared reports on customer satisfaction. Handled policy changes and renewals while ensuring customers received the correct information and support.

Customer service representative and social media agent at Onfonmedia

October 1, 2017 - July 1, 2020

Handled customer inquiries and complaints using phone and social media channels. Entered accurate customer data after, during, and after calls, verified customer account information, and informed customers of deals, promotions, and other updates. Sold products and services while working efficiently with high call volumes, and supported the customer service manager to ensure consistent service standards. Maintained call records and contributed to overall reporting on customer satisfaction, including managing renewals and related policy updates.

Reliever Receptionist / Front Office assistant (Citi Bank N.A) at Citi Bank N.A

May 1, 2017 - October 1, 2017

Served as a reliever at reception by greeting and welcoming clients, directing them to the appropriate stations, and answering questions from visitors. Operated the switchboard by screening and forwarding incoming calls to relevant departments. Received, sorted, and forwarded daily mail, deliveries, and couriers, helping ensure smooth front office operations.

Brand Ambassador (Nivea) at IC Marketing / Naivas Westlands

April 1, 2017 - June 1, 2017

Represented the Nivea brand to targeted customers to increase awareness and create a positive brand image. Generated sales opportunities, built customer preference, and promoted sales through customer engagement. Worked closely with the IC Marketing team leader to support campaign goals and strengthen customer relationships on the ground.

Front Office assistant, Phone operator at City Eye Hospital

January 1, 2017 - October 1, 2017

Welcomed and directed patients to appropriate stations, answered inquiries, and registered patients in the hospital system. Handled billing and receiving money using ERP and IHMS systems, issued receipts and hospital cards, and assisted with compiling daily consultation reports. Scheduled and rescheduled appointments and managed incoming/outgoing calls including transferring clients to different departments. Also served as a reliever front office assistant when needed.

Office administrator / reporting support (Human Resource and Administration manager reporting line) at IC Marketing / Onfonmedia (digital news and updates role)

January 1, 2017 - April 1, 2017

Researched and monitored breaking news and sports news using reliable online sources, tracked traffic updates and road conditions, and shared timely information with clients through digital platforms. Published and distributed real-time updates across various digital channels for client access. Researched and developed monthly static content, and compiled weekly departmental reports highlighting activities, performance, and key updates for management.

Reliever Front office assistant at Citi Bank N.A

October 1, 2016 - April 1, 2017

Provided front desk services for visitors through greeting, welcoming, directing, and announcing them appropriately. Answered the switchboard, screened and forwarded incoming phone calls, and supported daily front office operations by receiving and sorting mail, deliveries, and couriers.

Call centre agent and social media agent at Horizon Contact centres

March 1, 2013 - October 1, 2016

Resolved customer complaints via phone, email, mail, and social media. Entered accurate customer information after, during, and after calls, reached out to customers by phone, and verified account information. Informed customers of deals and promotions and sold products and services. Used computer technology to handle high call volumes, worked with the customer service manager to ensure service delivery, and maintained call records. Compiled reports on overall customer satisfaction and supported handling of policy renewals and related changes.