Open to opportunities

Cynthia Margaret Wambui

@cynthiamargaretwambu

Message

Dedicated Customer Service Specialist with a passion for support excellence.

Kenya

Message

What I'm looking for

I am looking for a role that fosters growth, collaboration, and a commitment to customer satisfaction.

I am a dedicated and empathetic Customer Service Specialist with over 2 years of experience in delivering timely, high-quality support through various channels including email, chat, and phone. My expertise lies in utilizing tools such as Gorgias, Zendesk, and Shopify to manage customer interactions effectively. I have a proven track record of resolving complex issues and identifying recurring customer pain points, which has allowed me to contribute to continuous improvement within my teams.

In my most recent role as a Customer Service Agent at TalentPop, I focused on providing detailed communication and tailored product recommendations to enhance customer satisfaction. I also took on leadership responsibilities as an Interim Team Leader at CCI Kenya, where I managed a group of 15 agents, conducted training sessions, and compiled performance reports to drive productivity and service quality. I am excited to bring my skills and experience to Periscope as Customer Service Specialist

Experience

Work history, roles, and key accomplishments

Current

Support Executive Intern

Current

MTC

Jan 2024 - Present (1 year 5 months)

Excited to leverage customer service experience to support MTC's customer engagement initiatives and enhance service delivery.

Customer Engagement Support Operations Communication Skills Problem Solving Team Collaboration

Interim Team Leader

CCI KENYA (Metro-by-T-Mobile)

Jan 2024 - Mar 2024 (2 months)

Led a team of 15 agents, focusing on productivity and performance. Conducted meetings to review goals and foster collaboration, while managing escalations and optimizing support strategies.

Team Leadership Coaching Conflict Resolution Escalation Management Customer Satisfaction

Customer Service Agent

TalentPop

Aug 2023 - Jan 2024 (5 months)

Provided timely and detailed support to customer queries regarding orders and exchanges via email and chat. Managed tickets using Gorgias, Zendesk, and Shopify, contributing to continuous service improvements.

Gorgias Zendesk Shopify Conflict Resolution Performance Management

Customer Service Expert

CCI KENYA

Sep 2022 - Jan 2024 (1 year 4 months)

Resolved customer issues with a focus on enhancing satisfaction and loyalty. Processed orders and returns while maintaining up-to-date knowledge of products and services.

Order Processing Customer Satisfaction Reporting Product Knowledge Quality Assurance

Education

Degrees, certifications, and relevant coursework

CCI Kenya

Leadership Development

2024 - 2024

Participated in the Young Leaders Immersion Program, focusing on leadership development and team management skills.

ALX Africa

Virtual Assistance

2024 - 2024

Completed a Virtual Assistant Program, gaining skills in administrative support, communication, and customer service.

Technical University of Mombasa

Bachelor of Science, Computer Science & Statistics

2017 - 2021

Studied Computer Science and Statistics, focusing on the principles of computing, data analysis, and statistical methods to solve real-world problems.