Phoebe mumbi Wanjiku

I am a self-disciplined, hardworking, and detail-oriented professional with strong communication and customer service skills. I thrive in high-stress environments, excel at active listening, and demonstrate confidence in handling diverse tasks. With a passion for learning and a collaborative spirit, I aim to contribute to organizational success while growing my expertise.

Customer Care Representative at Nakama (2025-06 – 2025-12)

Handled TTIPE Campaign (Defective Tools & Recall Replacements) and Fandango Campaign (Movies & Home Streaming)

• Assisted customers with defective tools, verifying eligibility for replacements under product recalls
• Processed replacement requests accurately and ensured timely resolution per company policies
• Provided clear instructions on return procedures and shipping requirements
• Maintained detailed records while ensuring compliance with recall and warranty guidelines
• Built customer trust through empathetic communication and efficient problem-solving
• Provided troubleshooting support for Fandango home users, guiding them through the streaming platform
• Assisted customers in checking rented and owned movies, resolving streaming issues efficiently

Customer Care Representative at CCI Kenya (Concentrix) (2024-01 – 2025-05)

Handled Grubhub & Assurant Campaigns for food delivery services and mobile device insurance

• Delivered customer support across two major campaigns: food delivery services (Grubhub) and mobile device insurance (Assurant for Metro by T-Mobile & T-Mobile)
• Assisted customers, drivers, and restaurant partners with order issues, delivery tracking, and account inquiries, ensuring timely resolution and customer satisfaction
• Guided mobile customers through phone insurance enrollment, claims, and policy coverage, handling sensitive information with accuracy and confidentiality
• Maintained strong problem-solving, multitasking, and communication skills while adapting to different industries and customer needs
• Consistently met performance targets, including call quality, resolution time, and customer satisfaction scores

Back of House at Big Square (Pizza Mojo) (2021-11 – 2023-12)

Food preparation in restaurant kitchen

• Preparation of pizzas, burgers, salads, and fries

Intern – Front Office Desk at Green Hill Hotel Nyeri (2021-02 – 2021-04)

Front office operations and guest services

• Processed orders and transactions
• Provided proactive customer outreach and guest services

Intern – Food Production & Service at Green Hills Hotel Nyeri (2020-01 – 2020-07)

Food preparation and beverage service

• Prepared pasta, rice, meats, chicken, and fish fillets
• Managed food & beverage service

Attachment – Housekeeping at Kahama Hotel (2019-12 – 2019-12)

Housekeeping operations

• Room cleaning, linen management, and ensuring hygiene standards

Diploma in Food & Beverage Sales Management – Nairobi Institute of Business Studies, Ruiru (2018-01 – 2019-12)

Certificate in Food & Beverage Sales Production – Nairobi Institute of Business Studies, Ruiru (2016-01 – 2017-12)

Kenya Certificate of Secondary Education – St. Michael's Girls High School (2012-01 – 2015-12)

Kenya Certificate of Primary Education – Green Park Academy (2001-01 – 2011-12)