Open to opportunities

Agnes Wangechi

@agneswangechi

Customer service and scheduling professional with 3+ years coordinating high-volume workflows across remote-ready teams.

Kenya

Message

What I'm looking for

I’m looking for a role where I can own scheduling and customer communications, work confidently on the US day shift, and improve operations through accurate CRM documentation, clear escalation handling, and cross-functional coordination.

I’m a customer service professional with 3+ years of experience in high-volume, remote-ready environments across healthcare, fintech, and BPO sectors. I coordinate complex workflows, manage phone and email support, and keep operations accurate through disciplined record-keeping and attention to detail.

In my most recent roles, I’ve handled scheduling and workflow coordination across multiple teams, processed verifications and digital contract workflows, and maintained CRM data integrity. I also support HR and onboarding activities, prepare daily/weekly reports, and escalate recurring operational issues to drive continuous improvement.

I’m comfortable working independently on the US day shift and I bring a reliable, caring approach to senior home care operations. I aim to continue improving client and caregiver communication while maintaining SLA compliance, strong documentation, and smooth cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Client Operations Associate

Current

GreenLight Planet – SunKing

Oct 2025 - Present (9 months)

Coordinated daily high-volume customer interactions via phone, email, and chat and managed scheduling and workflow coordination across multiple teams. Processed account verifications and digital contract workflows while maintaining CRM data integrity and escalating recurring issues for continuous improvement.

Customer Support Phone Support Email Support Live Chat Scheduling coordination Workflow Coordination CRM Data Management Verification Cross Functional Collaboration Escalation Management

Customer Support Specialist

Tupande – One Acre Fund

Mar 2025 - Sep 2025 (6 months)

Managed high-volume inbound client interactions via phone and email, maintaining accurate CRM documentation and follow-up workflows. Achieved 95%+ CSAT and supported strong case accountability aligned to FCR and CSAT targets.

Customer Support Phone Support Email Support Case Management CSAT FCR

Data Entry Clerk

USAID – PMI-EVOLVE Programme

Feb 2025 - Mar 2025 (1 month)

Maintained accurate, confidential client and operational records remotely while following organizational procedures. Collaborated with internal stakeholders to resolve data discrepancies and improve record-keeping efficiency.

Data Entry Compliance Data Reconciliation

Media Reporter

DevReporter (DTM)

Sep 2023 - Dec 2024 (1 year 3 months)

Managed stakeholder relationships and produced well-researched content to tight deadlines. Demonstrated strong written and verbal communication while meeting publishing timelines.

Stakeholder Management Media Reporting Content Writing Research Written Communication Verbal Communication

Customer Experience Executive

CCI Kenya (BPO)

Oct 2023 - Feb 2024 (4 months)

Delivered multichannel support (phone, email, live chat) in a fast-paced international BPO while maintaining SLA compliance using Zendesk and Five9. Handled billing queries, account management, and complex escalations, maintaining performance during peak periods.