Looking for a job

Faith Kariuki

@faithkariuki3

Message

I resolve customer and employee requests, improve support workflows, and protect accurate, confidential records.

Kenya

Message

What I'm looking for

I'm looking for a people, client, or customer operations role where I can own support requests, improve workflows, maintain accurate confidential records, and collaborate with HR, Finance, Operations, and IT.

I've supported customers and internal teams at NCBA Bank Kenya PLC, owning requests from investigation through follow-up and resolution. I achieved 95% first-contact resolution while handling sensitive cases with care.

I maintain accurate records, manage system access and permissions, and coordinate documentation, verification, compliance, and payroll-support requests across Finance and Operations. I also identified recurring service issues and helped improve internal service efficiency by 15%.

I've mentored and onboarded five team members, helping them adopt processes and gain confidence with systems. I communicate clearly across HR, Finance, Operations, and IT, especially when people need practical next steps.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

NCBA Bank Kenya PLC

Nov 2022 - Dec 2025 (3 years 1 month)

Served as first point of contact for customer and internal requests, maintaining records and supporting compliance. Achieved 95% first-contact resolution and mentored five new team members.

Customer Support Case Management Records Management Compliance Access Management Stakeholder Management Training Onboarding Zendesk Jira Service Desk Google Workspace Microsoft Office

Customer Support Representative

NCBA Bank Kenya PLC

Jan 2021 - Aug 2022 (1 year 7 months)

Supported users through calls, email, text, and inbox-based requests, explaining processes clearly. Reviewed user feedback and identified patterns to improve user experience.