Open to opportunities

JOAN WACHIRA

@joanwachira

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Dedicated counseling psychologist and customer service professional improving client outcomes.

Kenya

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What I'm looking for

I seek client-focused counseling roles where I can apply assessments, evidence-based therapy, collaborate with multidisciplinary teams, and grow clinically in a supportive, patient-centered organization.

I am a dedicated counseling psychologist and customer service professional with a Bachelor of Arts in Counseling Psychology and one year of experience supporting clients in clinical and customer-facing settings.

I have conducted psychological assessments and provided evidence-based therapy, developed individualized treatment plans for depression, anxiety and trauma, and facilitated group therapy and psychoeducational workshops to promote mental wellness. In customer service, I resolved inquiries via phone, email and chat, used CRMs like Salesforce and Zendesk, and consistently met KPIs through active listening and conflict resolution.

I work collaboratively with multidisciplinary teams, maintain confidential client records, and bring strong adaptability, emotional intelligence and data-entry accuracy to my work. I am eager to grow clinically while delivering compassionate, client-centered care.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

CCI Kenya

Apr 2023 - Present (2 years 5 months)

Provided professional and empathetic customer support via phone, email, and live chat, resolving inquiries, complaints, and billing issues while consistently meeting KPIs such as average handling time and first-call resolution. Managed customer accounts, processed orders, and collaborated with sales and technical teams to ensure seamless service delivery.

Customer Support CRM (Salesforce)Zendesk Live Chat Phone Support Email Support Conflict Resolution Data Entry KPIs

Counselling Psychologist

Mathari National and Referral Hospital

Conducted psychological assessments and delivered evidence-based individual and group therapies for clients with depression, anxiety, trauma, and behavioral issues, improving patient engagement in treatment. Collaborated with psychiatrists and social workers to design individualized treatment plans and maintained confidential clinical records.

Individual Therapy Group Therapy Treatment Planning Trauma Informed Care Clinical Records Confidentiality

Education

Degrees, certifications, and relevant coursework

Kenya Methodist University

Bachelor of Arts, Counseling Psychology

2020 - 2023

Bachelor of Arts in Counseling Psychology from Kenya Methodist University, completed in 2023 with focus on counseling techniques and mental health assessment.