Hannah Mwangi

I’m a Customer service representative with 1 year experience handling high-volume support across phone, email and WhatsApp. I manage 50+ daily inquiries, resolve issues end-to-end, and keep conversations calm and solutions-focused.

In my role, I handled parcel tracking, delivery time, failed delivery, POD & COD inquiries, and I processed refunds/payments while de-escalating complaints. I maintained 95% CSAT and kept average first response time under 3 hours, with strong ownership from ticket to closure.

I work confidently in CRM tools and ticketing workflows, logging and tracking customer requests in Zendesk and HubSpot CRM-resolving issues. I also coordinate with dispatch teams and riders to confirm delivery status, resolve exceptions, and arrange re-delivery with accurate updates.

I bring clear communication, careful data entry, and attention to detail to every case, including address changes and M-Pesa/COD payment confirmations. I’m HubSpot-trained through HubSpot Academy and continue building my CRM fundamentals to deliver consistent support quality.