Nderitu Elizabeth

Customer Service Representative with 3+ years of experience in high-volume customer support, delivering professional chat and inbound support across retail and service environments. Proven ability to respond to customer inquiries, troubleshoot issues, and resolve complaints while maintaining high customer satisfaction and KPI performance. Strong C1 English communication skills, with experience using chat templates, CRM systems, and accurate documentation to ensure consistent service delivery.

Highly adaptable and flexible with schedules, skilled in multitasking, collaboration, and working in fast-paced contact center environments.

Customer Service & Sales Representative at Liveeasy Products Limited (2025-04 – Present)

• Handle high-volume customer inquiries via phone and digital channels, assisting with product purchases, order status, troubleshooting, and general support
• Deliver professional and efficient customer service, maintaining high customer satisfaction scores
• Resolve complaints and technical concerns using strong problem-solving and multitasking skills
• Document customer interactions accurately in CRM systems to ensure proper follow-up and service tracking
• Use approved communication templates to maintain consistency and efficiency in customer responses
• Collaborate with team leads and operations teams to meet KPIs and service performance targets
• Stay updated on product knowledge and procedures to provide accurate customer support
• Maintain flexibility across dynamic schedules and high-volume service periods

Assistant Manager – Customer Service & Technical Sales at Nafuu Hardware (2022-01 – 2023-12)

• Managed high-volume customer inquiries in a fast-paced retail environment
• Assisted customers with product selection, troubleshooting, and order-related questions
• Handled customer complaints and escalations, improving customer satisfaction and retention
• Documented customer interactions and service requests accurately in internal systems
• Met and exceeded KPIs and performance targets consistently
• Supervised and coached team members on customer service best practices
• Collaborated with inventory and operations teams to resolve order and service issues
• Maintained flexibility with extended hours, weekend shifts, and busy peak periods

Customer Service & Technical Attaché at Kenya Power and Lighting Company (KPLC) (2023-05 – 2023-08)

• Supported contact center operations handling customer inquiries and troubleshooting requests
• Delivered professional customer support while maintaining empathy and efficiency
• Accurately documented customer interactions and service tickets in internal systems
• Assisted customers with service issues, billing inquiries, and general support
• Worked in a KPI-driven, high-volume environment with strict schedules
• Collaborated with internal teams to ensure timely issue resolution
• Maintained high standards of communication and service quality

Bachelor of Science in Control & Instrumentation Engineering – Jomo Kenyatta University of Agriculture and Technology (JKUAT) (2020 – 2024)