Olivia Wanjiru

Performance-driven Care Support Specialist with four years of experience supporting diverse global accounts, building strong customer relationships, and ensuring customer satisfaction. Skilled at proactively solving problems, retaining key accounts, and collaborating with teams to deliver results. Passionate about creating positive experiences for customers and driving success through a solutions-focused, team-oriented approach.

Care Support Specialist at Oyster (2024-01 – Present)

• Addressed and solved complex team member and customer cases by collaborating with People Services, Payroll, and Legal teams, ensuring timely resolution and improving resolution time by 25%.
• Delivered high-quality care support by prioritizing quick resolution of customer issues and performing timely follow-ups, contributing to a significant improvement in CSAT scores from 80% to 90%.
• Led and participated in process improvement initiatives that enhanced the care team's efficiency, reducing escalations and improving time to resolution speed.
• Created and maintained knowledge base materials (playbooks, Notion, Help Center) that enhanced internal knowledge and reduced repetitive inquiries by 20%.

Client Experience Specialist at Toptal (2023-01 – 2024-12)

• Proficiently resolved high-value financial and legal client matters by collaborating with cross-functional teams to ensure compliance and risk mitigation, resulting in savings of approximately $1 million for the company.
• Handled escalated complex client cases with precision, maintaining a 90% satisfaction score and resolving 85% of cases on time, ensuring high-quality service delivery.
• Worked closely with SMB and Enterprise clients as a liaison, keeping communication clear and timely, aligning their expectations with what our teams could deliver, and turning their needs into actionable solutions which contributed to faster project delivery and a 15% increase in client retention.
• Supported key strategic initiatives by identifying client challenges and aligning internal teams to deliver tailored solutions.

Technical Account Manager at Flutterwave Africa (2021-01 – 2023-12)

• Led monthly business reviews with nine strategic merchants, achieving 80% adoption of recommended enhancements and contributing to a 10% boost in sales performance.
• Partnered with support and growth teams to boost merchant engagement and optimize service usage, leading to a 15% increase in active merchant transactions.
• Monitored merchant channel trends to identify and recommend enhancements that reduced downtime and improved transaction success rates.
• Collaborated with product teams to provide user experience and required enhancement for product usage

Bachelor of Business Information Technology (BBIT) in Business Information Technology – Strathmore University (2017-01 – 2021-12)

Certificate in Data Science – Strathmore University (2022-01 – 2022-12)