Cynthia Ndiwa

Customer Service and Client Relations Professional with over four years of experience delivering exceptional customer support, resolving customer issues and building long-term client relationships across the e-commerce, health, environmental and utilities sectors. Skilled in providing support through phone, email, live chat, WhatsApp and social media while using CRM platforms including Salesforce, Zoho CRM, Zendesk and HubSpot to enhance customer experiences. Proven ability to meet performance targets, train and mentor new team members, improve operational processes and deliver customer-focused solutions that drive customer satisfaction, retention and business growth.

Junior Technical Sales Representative - Mobi Water

(2026-03 - 2026-05)

• Engaged approximately 35 corporate clients daily, promoting smart water metering solutions and identifying customer requirements.
• Consistently achieved monthly sales targets through consultative selling and proactive follow-up.
• Managed the full sales cycle from lead generation to closing while maintaining accurate customer and sales records.
• Built long-term client relationships by delivering responsive after-sales support and gathering market feedback.

Customer Service & Sales Representative - Nutrivita

(2025-02 - 2025-12)

• Managed an average of 25 customer inquiries daily through outbound calls, WhatsApp, email and social media.
• Used Zoho CRM to manage customer interactions, leads and follow-up activities.
• Achieved monthly sales targets by recommending suitable health supplements based on customer needs.
• Educated customers on product benefits, improving confidence and supporting informed purchasing decisions.
• Worked collaboratively with internal teams to deliver excellent customer experiences.

Strategic Marketing Assistant - Romer Environmental Company

(2023-02 - 2024-12)

• Managed customer relationships and maintained client records using Salesforce CRM.
• Trained and mentored new employees on company procedures and customer service standards.
• Led team activities to improve productivity and service delivery.
• Introduced process improvements that enhanced operational efficiency.
• Prepared reports and coordinated administrative documentation using Microsoft Office and Google Workspace.
• Supported strategic marketing campaigns that contributed to business growth.

Customer Service Representative (BPO) - Jumia Kenya

(2022-01 - 2022-12)

• Assisted approximately 50 customers daily through email, live chat and social media support.
• Resolved inquiries relating to orders, deliveries, returns, refunds and account issues.
• Maintained accurate customer records while ensuring timely issue resolution.
• Collaborated with internal teams to resolve customer concerns efficiently.
• Consistently delivered professional customer service in a high-volume BPO environment.

Diploma - Environmental Science and Technology - Nairobi Technical Training Institute (NTTI) (2021-11)