Jacinta Wairimu

I am a results-driven Customer Experience professional with over 3 years of experience in high-volume customer care and complex query resolution. I specialize in bridging the gap between company goals and customer satisfaction by delivering world-class service across digital platforms, including phone, chat, and email.

Career Achievements & Impact Throughout my career, I have focused on quantifiable excellence. At Call Center International (CCI), I achieved a 7% increase in Customer Satisfaction (CSAT) scores by implementing effective de-escalation techniques and active listening during complex client interactions. I also consistently exceeded monthly sales targets and maintained a 98% accuracy rate in financial transactions and documentation.

Technical Expertise & Workflow I am highly proficient in managing the full case lifecycle within the Salesforce CRM ecosystem. I thrive in fast-paced, remote-first environments where I use Slack for seamless team coordination and Google Workspace for operational efficiency. My background in Customer Sales Support has also equipped me with strong skills in order processing, CRM pipeline tracking, and technical troubleshooting.

Professional Interests I am passionate about building high-retention customer relationships through empathy and operational precision. I enjoy working autonomously to resolve challenges and am committed to continuous professional growth in the Customer Success and Support Operations space.