Elizabeth Mati
@elizabethmati
Customer care professional delivering exceptional support, process improvement and team mentorship.
KenyaWhat I'm looking for
I am a customer care professional with progressive experience across e-commerce, fintech and B2B services, consistently improving satisfaction and reducing complaints. I have a track record of mentorship, strong communication, and measurable impact on customer metrics and sales.
I excel at troubleshooting, complaint resolution, outreach and building lasting customer relationships, and I bring hands‑on experience in supervision, procurement and frontline sales to support operational excellence and customer-centric growth.
Experience
Work history, roles, and key accomplishments
Customer Care Agent
ChapaCopy
Jan 2024 - Present (2 years 5 months)
Respond customer queries and resolve complaints while troubleshooting technical issues, improving customer satisfaction scores and reducing complaint rates; elected employee council representative.
Customer Care Agent
Jumia Kenya
Aug 2022 - Dec 2024 (2 years 4 months)
Handled inbound customer inquiries, processed orders and resolved complaints while maintaining KPI above 97% and mentoring new employees; elected employee council representative.
Customer Care Agent
Maghic Investment
Jan 2022 - Jul 2022 (6 months)
Managed inbound calls, supplier engagement and outreach, educated suppliers on compliance requirements and supported team members; contributed to a 50% sales increase.
Supervisor
National Hygiene Programme
Jan 2020 - Dec 2021 (1 year 11 months)
Supervised and trained community workers, recruited staff and led hygiene awareness initiatives to increase teamwork and community cleanliness.
Procurement Officer
Queenex Publishers
Jan 2019 - Dec 2020 (1 year 11 months)
Managed procurement activities, maintained purchase records and delivery documentation, supervised junior staff and developed supplier relationships in line with company policy.
Sales Associate
Queenex Publishers
Jan 2016 - Dec 2018 (2 years 11 months)
Provided customer service, advised on product selection, assisted payments and used product knowledge to increase sales and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Generation Kenya
Professional Training Certificate, Digital Customer Service
2020 - 2020
Completed a professional training program in digital customer service.
Jubilee Computer School
Certificate, Computer Applications
2016 - 2016
Grade: C
Completed a computer packages course covering common office software and computer skills.
Kenya Institute of Management
Diploma, Procurement and Logistics
2018 -
Diploma in Procurement and Logistics from Kenya Institute of Management.
Gathambi High School
Kenya Certificate of Secondary Education, General Secondary Education
2012 - 2015
Grade: C-
Completed secondary education and obtained the Kenya Certificate of Secondary Education.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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