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Claire Njue

@clairenjue1

Customer Support Consultant delivering fast, high-quality service and measurable retention through strong CRM discipline.

Kenya

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What I'm looking for

I’m looking for a role where I can contribute immediately, take ownership, and support the team in delivering great customer experiences. I thrive in fast-paced environments, enjoy solving problems, and adapt quickly while helping improve processes and keep operations running smoothly.

I’m a Customer Support & Administrative Professional with 3+ years of experience supporting remote teams and handling high-volume customer interactions across chat and email. I convert inquiries into bookings, resolve issues end-to-end, and keep customers updated with proactive order and case tracking using CRM systems.

In my recent role, I managed e-commerce customer support, handled refunds/returns/exchanges and delivery complaints, and consistently met KPIs like SLA adherence while improving QA results and CSAT. Previously, I resolved 90+ inquiries daily with a 95% first-call resolution rate, maintained 99% accurate CRM records, and improved customer satisfaction ratings by 20% through clear communication, effective escalation, and workflow optimization. I also bring strong administrative strengths—scheduling across time zones (+30%), document management for 500+ digital files, and streamlined loan/customer support processes that improved response times and repayment outcomes.

Experience

Work history, roles, and key accomplishments

E-commerce Customer Support Consultant

Support YourApp

Oct 2025 - Jan 2026 (3 months)

Managed end-to-end e-commerce customer support via chat and email, resolving order issues and processing refunds, returns, exchanges, and delivery complaints. Maintained accurate CRM records in Intercom, met SLA adherence, and escalated complex cases to prevent delays and chargebacks.

Customer Support Returns CRM Management Intercom Shopify Support

Customer Service Representative

CCI Global (Amerigas)

Mar 2024 - Aug 2025 (1 year 5 months)

Resolved 90+ customer inquiries daily with a 95% first-call resolution rate, improving customer satisfaction ratings by 20%. Maintained 99% accurate CRM records, increased positive feedback by 30%, reduced resolution time by 25%, and improved response times by 15% through streamlined workflows and effective escalation.

Customer Service First Call Resolution Customer Escalation Performance Metrics (SLA Resolution CSAT)Reporting Process Optimization Cross Functional Collaboration

Administrative Assistant

Biznet Capital Limited

Nov 2021 - Jan 2024 (2 years 2 months)

Coordinated calendars and meeting schedules across multiple time zones, improving scheduling efficiency by 30%, and arranged travel logistics to reduce travel costs by 15%. Supported loan inquiries by phone/chat/email, organized 500+ company digital files, verified loan documents with 98% accuracy, and improved repayment rates by 10% through customer education and reminders.

Scheduling Travel Logistics Documentation Customer Support (Loan Products)Document Management Process Optimization Slack Communication Microsoft 365 Cross Functional Collaboration