Open to opportunities

Jackline Njeru

@jacklinenjeru

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Dedicated Customer Support Specialist focused on client satisfaction and retention.

Kenya

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What I'm looking for

I am seeking a role that values client satisfaction, offers growth opportunities, and fosters a collaborative environment.

I am a dedicated and resourceful Customer Support Specialist and Virtual Assistant with a proven track record of enhancing client satisfaction and streamlining business operations for both local and global customers. My expertise lies in managing complex customer interactions, resolving issues efficiently, and delivering tailored solutions across various communication platforms.

With a strong proficiency in CRM systems and data-driven problem-solving, I have consistently provided top-tier support that strengthens customer loyalty and contributes to business growth. My ability to multitask and prioritize tasks in fast-paced, remote work environments has been instrumental in achieving a 95% customer retention rate and a 98% issue resolution rate in my current role.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant (Customer Support)

Current

DeElegance Collection

Jan 2022 - Present (3 years 5 months)

As a Virtual Assistant at DeElegance Collection, I maintained extensive product knowledge and handled over 100 customer queries daily, achieving a 95% customer retention rate. I transformed negative interactions into positive experiences and collaborated with the product team to reduce complaints by 10%. My role involved managing escalations, creating support documentation, and analyzing customer

Customer Support CRM Systems Process Improvement Technical Support Data Analysis Communication Workflow Optimization

Customer Service Associate

Ferry Feed

Jan 2021 - Jan 2022 (1 year)

In my role as a Customer Service Associate at Ferry Feed, I supported order fulfillment and handled over 200 customer interactions weekly, contributing to a 95% customer satisfaction rate. I conducted market research, assisted in social media content creation, and streamlined communication between sales and customer service teams, leading to a 20% productivity improvement.