JWJoan Wanja
@joanwanja
Experienced in customer service, enhancing client satisfaction and driving quality improvements.
KenyaWhat I'm looking for
A 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭 with over 6 years of experience optimizing customer service processes, enhancing client satisfaction, and driving quality improvements. I specialize in streamlining customer journeys, leveraging CRM tools like Freshdesk and Zendesk to resolve complex issues efficiently, and implementing strategies that boost customer retention and loyalty. I aim to ensure every customer interaction is seamless and positive, ultimately contributing to business growth.
Experience
Work history, roles, and key accomplishments
Customer Support Executive
Master Source Limited
Jun 2021 - Present (3 years 11 months)
As a Customer Support Executive, I implemented product testing protocols that reduced customer complaints by 31% and improved product reliability by 20%. I developed after-sales support strategies, streamlined customer experience tracking, and handled inquiries through various virtual channels, enhancing overall resolution efficiency by 23%.
Customer Experience Executive
Username Investments Limited
Apr 2019 - Aug 2020 (1 year 4 months)
In my role as a Customer Experience Executive, I enhanced the client journey by addressing service gaps and integrating online feedback tools, which increased customer engagement by 25%. I managed remote support through Zendesk and collaborated with teams to analyze customer data for strategic decision-making.
Customer Support Representative
Betin Kenya Limited
Sep 2016 - Mar 2019 (2 years 6 months)
As a Customer Support Representative, I handled an average of 80 inquiries daily, providing timely resolutions and training over 20 new agents. I utilized Freshdesk for remote support, improving response times by 23% and contributed to reducing customer complaints through effective escalation procedures.
Personal Assistant
Waxcom Enterprises Limited
Mar 2015 - Aug 2016 (1 year 5 months)
In my role as a Personal Assistant, I managed office operations, coordinated the director's schedule, and implemented HR functions that reduced onboarding time by 20%. I demonstrated strong organizational skills and supported remote operations through effective email management and document processing.
Education
Degrees, certifications, and relevant coursework
Africa Nazarene University
Bachelor's Degree, Mass Communication
Bachelor's Degree in Mass Communication.
Africa Nazarene University
Diploma, Mass Communication/Public Relations
Diploma in Mass Communication/Public Relations.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
Skills
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