Liberata Wambui

I’m a results-driven Customer Service and Administrative Professional with 10+ years of experience in inbound and outbound support, client relations, and operational coordination. I handle high-volume inquiries with a strong focus on first-time resolution and customer experience, especially for fintech-related issues like deposits, withdrawals, and account access.

In my current roles at Mali Win, I support customers through phone, chat, and WhatsApp, troubleshooting payment and account concerns in real time. I de-escalate sensitive complaints using empathetic communication and structured problem-solving, and I maintain accurate documentation by logging and tracking every interaction in CRM systems.

My performance is measurable: I’ve maintained a 98% issue resolution rate on inbound and escalated cases, while also improving response time and satisfaction through efficient call handling and follow-ups. I also conduct proactive outreach for VIP and reactivation efforts—successfully reactivating 25% of dormant accounts within 60 days through targeted, personalized engagement.

Previously, as a Product Manager at Safari Power Limited, I supervised staff, handled escalations, and ensured smooth daily operations, reducing customer churn by 15% through proactive engagement strategies. Earlier, I worked as a Social Media & Community Manager (Consultant), where I reduced response time from 4 hours to under 20 minutes—strengthening my ability to coordinate teams, improve processes, and deliver consistent service in fast-paced environments.