Kimberly Mwendwa

A highly motivated and customer-focused Customer Care Agent with two years of experience in delivering exceptional service in fast-paced environments. Skilled in resolving customer issues, providing product knowledge, and ensuring customer satisfaction. Proven ability to multitask, communicate effectively, and maintain professionalism under pressure. Committed to building strong customer relationships and enhancing customer experiences.

Email Customer Specialist - Majorel Kenya - Nairobi

(2025-08 - 2025-12)

• Handled customer email tickets through CRM platforms.
• Responded to customer inquiries professionally and accurately.
• Escalated complex concerns to appropriate departments.
• Maintained detailed records of customer ticket interactions.

Customer care specialist - Nakama-Tech

(2025-03 - 2025-07)

• Handled inbound and outbound customer calls.
• Resolved troubleshooting and technical issues efficiently.
• Provided accurate customer support and product guidance.
• Ensured customer satisfaction through timely resolutions.

Beauty Therapist and a Masseuse - Lotus spa - Kajiado

(2023-01 - 2023-06)

• Offer facial services
• Welcome clients
• Give after care treatment/advice

Customer Care Agent - Calltronix kenya - Nairobi-westlands

(2023-07 - 2025-02)

• Deliver high-quality customer service via phone, email, chat, and social media platforms, addressing inquiries, troubleshooting issues, and ensuring customer satisfaction.
• Resolve customer complaints and escalations with a focus on maintaining a positive experience and loyalty.
• Document customer interactions in the CRM system, ensuring accurate records of communication and issues.
• Collaborate with other departments (e.g., sales, technical support) to ensure the efficient resolution of customer concerns.
• Achieve and consistently exceed performance metrics, including response times, customer satisfaction ratings, and issue resolution rates.
• Provide clear explanations of product features and troubleshoot technical issues to ensure customers can fully utilize products and services.

Sales and Marketing Agent - Brinks company - Lavington

(2019-03 - 2020-02)

• Assisted customers with product inquiries,
• Assisted in marketing company products

Diploma and advanced Diploma - Cosmetology - Nairobi institute of business studies (2021-09 - 2023-10)