Open to opportunities

Edna Nyawira

@ednanyawira

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Dedicated customer support specialist with 5+ years of experience.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated and adaptable customer support specialist with over five years of experience in providing exceptional service across various sectors, including call centers and community organizations. My expertise lies in utilizing CRM tools like Zendesk to deliver personalized support that fosters customer loyalty and satisfaction. I pride myself on my ability to resolve issues efficiently, whether through email, chat, or phone, ensuring that every client interaction is positive and productive.

Currently, I work as a Freelance Virtual Assistant, where I support clients with administrative tasks, scheduling, and communication. My role involves managing calendars, conducting research, and creating engaging content, all while utilizing productivity tools like Google Workspace and Trello to enhance workflow efficiency. I have also gained valuable experience as a Customer Service Agent at CCI Kenya, where I consistently exceeded performance metrics and provided comprehensive product support.

With a Bachelor’s Degree in Community Development and a Certificate in Virtual Assistant Skills, I am equipped with strong organizational abilities and a commitment to excellence. I am eager to bring my empathy, energy, and problem-solving skills to a dynamic team where I can contribute to enhancing customer experiences and driving success.

Experience

Work history, roles, and key accomplishments

Current

Freelance Virtual Assistant

Current

Self Employed

Jun 2024 - Present (1 year 3 months)

Supported clients with administrative, scheduling, communication, and research tasks. Handled customer inquiries via email and chat, providing prompt responses and resolutions. Managed calendars, meetings, inboxes, and travel bookings for clients.

Administrative Support Scheduling Email Support Chat Support Research Calendar Management Inbox Management Google Workspace Trello

Intern

National Government Affirmative Action Fund (NGAAF)

May 2024 - Present (1 year 4 months)

Supported public sector projects focused on empowerment and development, assisting with administrative tasks, scheduling, and stakeholder communication. Conducted research and helped draft reports, improving program delivery.

Administrative Support Research Public Sector Community Development

Customer Service Agent

Call Center International Kenya (CCI)

Nov 2023 - Present (1 year 10 months)

Delivered frontline customer service in a high-volume call center environment, resolving customer inquiries via inbound and outbound calls, email, and live chat. Proficiently used Zendesk to track tickets and update customer information, consistently meeting and exceeding KPIs including first-call resolution and satisfaction score.

Customer Service Email Support Live Chat Zendesk CRM Tools KPIs Problem Solving Product Support

Freelance Writer

Self Employed

Nov 2021 - Present (3 years 10 months)

Created customer-facing content for blogs, product descriptions, and marketing materials, developing copy based on SEO practices and brand voice. Collaborated with clients to deliver engaging, well-researched material.

Content Creation Copywriting SEO Customer Collaboration Research Digital Communication

Marketing Executive Officer

Winas DT Sacco Ltd.

Mar 2021 - Present (4 years 6 months)

Promoted services through customer engagement and field activations, providing product information and supporting membership onboarding. Ensured effective communication and outreach to potential and existing members.

Marketing Customer Engagement Field Activations Sales Support Communication

Education

Degrees, certifications, and relevant coursework

Chuka University

Bachelor’s Degree, Community Development

Pursued a Bachelor's Degree in Community Development, gaining expertise in social sciences and program implementation. Focused on empowering communities and fostering sustainable development initiatives.

Kenya Institute of Management

Certification, Computer Applications

Obtained a certification in Computer Applications, developing foundational skills in various software and digital tools. Enhanced proficiency in essential computer operations for professional use.