Lucy Wambui

I am Wambui Lucy,a Customer Service specialist with 6 + years of work experience in Customer Journey Mapping, Customer service / experience management and conducting continuous customer service gap analysis, Front Office Management and Social Media management in customer centric environment. Fully fluent in all technical aspects of Contact centers, customer communication channels and CRMs.

Key areas of expertise.

▪ Client service management i.e. customer needs assessment/ analysis, handling customer inquiries and complaints within the agreed service level agreements to maximise satisfaction and retention.

▪ Ability to write quickly and accurately, content development, proofreading and editing skills.

▪ Strong phone contact handling, outstanding persuasive sales, negotiation and active listening skills in a busy customer facing environment.

▪ Developing &implementing strategic social media plans, digital content creation and management i.e creating engaging, interactive and informative content for social media platforms .

▪ Front Office management i.e. welcoming, directing and announcing visitors appropriately while providing exceptional customer service.

▪ Managing day – day Office activities to secure efficiency and optimize Office operations.

▪ Ability to effectively and efficiently perform multiple tasks and balance competing priorities in a fast-paced and dynamic workplace.

▪ Keyboarding skills with proficiency in using Google Suite/Drive, Teams, Zoom, Ms Office,Spreadsheets, Outlook, Live chats, Mailchimp and CRM to handle Client enquiries and complaints.

My background reflects a strong commitment to customer service, a proven ability to resolve customer issues, improve efficiency, and contribute to sales growth across a range of roles.

Key Roles Include:

• Customer Care Officer at Cajma Pavings (November 2019 - Present):
• Primary point of contact for customers through various channels.
• Managed customer queries, ensuring satisfaction for both internal and external clients.
• Provided exceptional customer service, reduced client movements within the office, and handled walk-in inquiries.
• Managed customer service emails and social media interactions, promoting new services and products.
• Analyzed processes to enhance efficiency and customer retention.
• Senior Customer Service Officer at go Africa (UK) Limited (March 2018 - October 2019):
• Oversaw B2B client interactions via inbound calls, social media, and emails.
• Handled high call volumes while maintaining short call durations and high satisfaction scores.
• Assisted customers in platform usage, resolved inquiries, and achieved zero unresolved complaints.
• Maintained accurate interaction logs, improved query resolution efficiency, and built strong customer relationships.
• Contributed to increased sales and attained high call quality scores.
• Customer Relation Officer at BABS Security Services Ltd (January 2015 - March 2018):
• Provided efficient service to numerous clients through inbound and outbound calls.
• Consistently achieved high call success rates and promptly resolved customer issues.
• Referred complex grievances to relevant departments for resolution.
• Conducted customer feedback analysis, offering solutions for customer satisfaction.
• Maintained detailed records of customer interactions and met quality targets.
• Significantly boosted sales through exceptional customer service.

Additional Work Experience:

• Volunteer Communication Officer at Destiny Equipping Child Association.
• Volunteer Social Media Marketer at Rembesha Events.
• Front Office Officer at BABS Security Services Ltd (April 2014 - January 2015).
• Data Entry Clerk at BABS Security Services Ltd (July 2012 - April 2014).

• Diploma in Public Relations, Media School Africa. September 2015 - May 2017.

  Certificate in Criminology& Forensic Studies. Kenya institute of Criminal Justice, January -June 2014.

• Computer Applications, Kiwan Computer college. January 2012-March 2012.