Faith Njau

I am a dedicated and personable Customer Service Representative with over 3 years of experience in providing outstanding service in fast-paced environments. My strong communication skills and attention to detail have allowed me to efficiently resolve customer issues, manage inquiries, and ensure customer satisfaction. I thrive on helping others and take pride in my ability to maintain a high level of service.

At Kenya Ports Authority, I handled over 50 customer interactions daily via phone and email, achieving a remarkable 95% customer satisfaction rate. My efforts in resolving complaints efficiently contributed to a 15% reduction in customer churn. Additionally, I played a key role in onboarding new Customer Service Representatives, training them in CRM usage and communication protocols, which helped enhance our team's overall performance.

My educational background includes a Diploma in Business Administration from the Kenya Institute of Management, and I hold certifications such as the Certified Customer Service Professional (CCSP) and CRM Software Training in Salesforce. I am fluent in English and a native speaker of Swahili, which enables me to connect with a diverse customer base.