Fridah Maina

Customer focused professional with experience supporting customers through live chat, email, and phone in a fast-paced digital services environment. Experienced in handling customer inquiries, account issues, transactions, complaints, disputes, order-related concerns, and escalations while maintaining accuracy and confidentiality. Skilled in using CRM and digital support systems, maintaining customer records, resolving issues, and following up on outstanding cases.

I have a Bachelor's degree in Psychology, which has strengthened my active listening, empathy, communication, problem-solving, and conflict-resolution skills. I am comfortable working under pressure, meeting performance targets, learning new digital products quickly, and providing professional support across multiple customer channels.

Customer Service Specialist-LiveChat at TRADECARD KENYA LTD (2025-12 – 2026-07)

• Provided customer support through live chat, email, and phone, assisting international customers within inquiries, account issues, transactions, and platform-related concerns.
• Supported customers using a digital platform for gift card trading, helping them understand processes and resolve issues efficiently.
• Maintained a typing speed of 40 WPM while handling customer inquiries, updating records, and responding efficiently to high volumes of live chat and email conversations.
• Handled customer complaints, disputes, service concerns, returns, and transaction-related issues while maintaining a professional and customer-focused approach.
• Investigated customer cases, provided accurate information, and escalated complex technical, transaction, and service issues to the relevant teams.
• Followed up on unresolved cases to ensure customers received timely and satisfactory resolutions.
• Assisted with customer account assignments, ensuring information was correctly recorded and communicated.
• Maintained accurate customer records and documented customer interactions and resolutions using support systems.
• Protected confidential customer information and followed company procedures relating to data security and information handling.
• I was able to work efficiently in a fast-paced e-commerce environment.
• Identified suspicious links and activities and followed appropriate procedures to protect customers and company information.
• Maintained a high level of accuracy while working in a high-volume customer support environment.
• Consistently worked towards service targets, including responding to customer messages within 15 seconds and processing order uploads efficiently.
• Maintained strong customer service standards, contributing to 95%+ customer satisfaction and 90%+ first-contact resolution.
• Worked collaboratively with other teams to resolve customer issues and improve the overall customer experience.

Call centre and dispatch representative. at MEDICINO PHARMACEUTICAL COMPANY (2024-08 – 2025-08)

• Addressing customer inquiries, complaints, and requests efficiently.
• Working with a CRM system to keep track of customer details and follow up with them.
• Providing information about products, policies, and procedures.
• Ensuring a positive experience by demonstrating empathy and professionalism.
• Assisting customers with technical problems related to products.
• Guiding customers through troubleshooting processes.
• Conducting outbound calls to sell products.
• Handling upselling and cross-selling opportunities during customer interactions.
• Managing follow-ups and closing sales effectively.
• Assisting customers with placing, or canceling orders.
• Tracking shipments and providing delivery updates.
• Listening to and resolving customer grievances effectively.
• Offering solutions that align with company policies and ensure customer satisfaction.
• Managing reminders and rescheduling requests.
• Gathering customer feedback for continuous improvement.
• Maintaining accurate and updated customer records in the system.
• Preparing performance reports and analytics for management review.
• Process customer orders and prepare delivery documentation.

PsychologyIntern/Attaché at KITENGELA SUBCOUNTY HOSPITAL (2024-04 – 2024-07)

• Provided patient-centred support through active listening, counselling, and psychosocial support.
• Communicated with patients professionally and empathetically, including individuals experiencing difficult personal circumstances.
• Maintained strict confidentiality when handling sensitive patient information and records.
• Worked collaboratively with psychiatrists and other professionals as part of a multidisciplinary team.
• Supported individuals experiencing emotional distress and helped manage difficult conversations professionally.
• Developed strong skills in empathy, communication, conflict resolution, problem-solving, and professional boundaries.
• Assisted with documentation and case-related records while maintaining accuracy and confidentiality.
• Maintaining confidentiality and safeguarding customer data.

Bachelor of Arts in Psychology – MOI UNIVERSITY (2024)

– ST ANNES KIRIARI HIGH SCHOOL (2019)

– ST MATTHEWS KIANJOKOMA PRIMARY SCHOOL (2015)

– HAPPYLAND PREPARATORY SCHOOL (2012)