Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Miriam Thoronjo

Kiambu ,Juja

Summary

Customer Service Agent with 3+ years of experience in client support and hospitality. Skilled in communication, problem-solving, and conflict resolution, with hands-on knowledge of CRM tools, Zendesk, and Shopify. Recognized for empathy, professionalism, and consistently meeting service targets.

Overview

5
5
years of professional experience
2016
2016
years of post-secondary education
1
1
Certification

Work History

Customer Service Agent

Mkopa
Kiambu , Juja
03.2024 - Current
  • Assisting customers with account setup, payments, and device troubleshooting.
  • Resolving complaints by listening, empathizing, and providing tailored solutions.
  • Maintaining records and supporting clients in both English and Swahili.
  • Consistently meeting service targets for response time and satisfaction.
  • Collaborated with vendors to resolve product-related inquiries and concerns.
  • Promoted new products and services to enhance customer engagement strategies.
  • Developed strategies for handling difficult customers effectively while maintaining professionalism.

Hospitality support(wait staff)

Cavalli Lounge
Nairobi, Westalnds
09.2022 - 03.2024
  • Assisted in maintaining cleanliness and organization of dining and bar areas.
  • Managed customer inquiries and resolved issues to enhance guest satisfaction.
  • Trained new staff on service standards, menu items, and operational procedures.
  • Executed proper cash handling and payment processing at the end of shifts.
  • Maintained inventory of supplies and reported shortages to management promptly.
  • Fostered a welcoming atmosphere through friendly communication with guests and team members.
  • Managed multiple tasks simultaneously while remaining organized under pressure.

Customer Support Specialist

Self employed
Nairobi, Nairobi
08.2020 - 08.2022
  • Resolved customer inquiries by researching product information and policies.
  • Maintained detailed records of customer interactions and transactions.
  • Collaborated with vendors to ensure timely resolution of service issues.
  • Monitored customer feedback to identify trends and improve service quality.
  • Investigated customer complaints regarding product quality or service rendered.

Education

Zendesk Talk, Chat And Messaging For Agents - Zendesk For Agents

Zendesk Academy
06.2025 - 08.2025

How To Boost Your Productivity With Ai - How To Boost Your Productivity With AI

LinkedIn
07.2025 - 08.2025

Build Your Skill in Customer Service

LinkedIn
07.2025 - 08.2025

Huho-ini Girls Highschool
Nyeri, Tetu

Skills

  • Clear and empathetic communication
  • Quick problem-solving
  • Strong customer empathy
  • Technical adaptability (Zendesk, Shopify, CRMs)
  • Time management & multitasking
  • Conflict resolution under pressure

Certification

  • How to Boost Your Productivity with AI Tools — LinkedIn Learning | 2024
  • Build Your Skills in Customer Service — LinkedIn Learning | 2024
  • Time Management for Professionals — LinkedIn Learning | 2024
  • Zendesk Talk, Chat, and Messaging for Agents — Zendesk Academy | 2024

Timeline

How To Boost Your Productivity With Ai - How To Boost Your Productivity With AI

LinkedIn
07.2025 - 08.2025

Build Your Skill in Customer Service

LinkedIn
07.2025 - 08.2025

Zendesk Talk, Chat And Messaging For Agents - Zendesk For Agents

Zendesk Academy
06.2025 - 08.2025

Customer Service Agent

Mkopa
03.2024 - Current

Hospitality support(wait staff)

Cavalli Lounge
09.2022 - 03.2024

Customer Support Specialist

Self employed
08.2020 - 08.2022

Huho-ini Girls Highschool

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Miriam Thoronjo