HWHilary Wachira
@hilarywachira
Dedicated customer support agent with a focus on satisfaction and retention.
KenyaWhat I'm looking for
As a Customer Support Agent at CCI Wachira, I have honed my skills in enhancing customer retention and satisfaction. Over the past two years, I successfully retained 95% of customer accounts through proactive issue resolution and increased customer satisfaction by 20% within six months by implementing feedback. My commitment to efficient issue resolution is evident in my 98% resolution rate, ensuring that customer problems are addressed swiftly and effectively.
In addition to my customer service achievements, I have contributed to team performance by reducing onboarding time for new hires by 15% and consistently being recognized as the Customer Service Representative of the Month. My previous experience as a Data Collector with the Kenya National Bureau of Statistics allowed me to develop strong data collection and quality assurance skills, further enhancing my analytical abilities and attention to detail.
Experience
Work history, roles, and key accomplishments
Customer Support Agent
CCI Wachira
Jan 2021 - Jan 2023 (2 years)
As a Customer Support Agent, I enhanced customer retention by 95% through proactive issue resolution and improved customer satisfaction by 20% over six months. I achieved a 98% issue resolution rate and reduced onboarding time for new hires by 15%. Consistently recognized as Customer Service Representative of the Month.
Data Collector
Kenya National Bureau of Statistics
Sep 2019 - Jan 2021 (1 year 4 months)
Conducted field surveys and gathered accurate data from various households. Ensured data reliability through quality assurance and provided training to new data collectors. Compiled reports on data collection progress for national statistical analyses.
Education
Degrees, certifications, and relevant coursework
KUKenyatta University
Bachelor of Economics and Finance, Economics and Finance
2014 - 2018
Graduated with a 2nd class upper division in Economics and Finance, focusing on economic theories, financial systems, and data analysis.
Nguviu Boys High School
High School Diploma, General Studies
2010 - 2013
Grade: A-
Completed high school education with a focus on academic excellence, achieving a score of A- (79/84).
St Matthews Kianjokoma Boarding School
Primary School Certificate, General Studies
2002 - 2009
Grade: A
Completed primary education with a strong academic foundation, scoring an A (402/500).
Availability
Location
KenyaAuthorized to work in
Job categories
Interested in hiring Hilary?
You can contact Hilary and 90k+ other talented remote workers on Himalayas.
Message HilaryFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
