Wambui

I am a highly motivated and customer-oriented professional with over three years of experience providing excellent customer support in both physical and remote settings. Skilled in handling client inquiries, resolving issues efficiently, and maintaining strong customer relationships. I am proficient in CRM systems, communication tools, and reporting software, and passionate about ensuring customer satisfaction through effective service delivery and teamwork.

Customer Support Representative - SafiTel Communications Ltd

(2022-03)

Awarded "Top Customer Care Performer" in 2023 for achieving the highest customer satisfaction rating.

• Responded to customer inquiries via phone, email, and live chat with professionalism and empathy.
• Maintained accurate customer information in CRM systems (Zendesk, Freshdesk).
• Handled billing inquiries, service requests, and complaints with a 95% satisfaction rate.
• Collaborated with internal teams to resolve technical issues promptly.
• Assisted in training new team members on company communication and support procedures.
• Generated weekly service reports and tracked client feedback trends.

Call Center Agent - BrightNet Solutions Ltd

(2020-04 - 2022-02)

Improved first-call resolution rate by 20% through proactive customer engagement and teamwork.

• Managed inbound and outbound calls, addressing customer questions and service concerns.
• Logged and followed up on tickets using CRM software to ensure issue resolution.
• Provided product information and assisted customers with account management.
• De-escalated customer complaints with professionalism and empathy.
• Prepared call logs, reports, and feedback summaries for supervisors.

Bachelor of Arts - Economics - Moi University (2019 - 2023)

Certificate - Customer Service and Business Communication - Kenya Institute of Management (KIM) (2021 - 2022)