Open to opportunities

Mary Wambui

@marywambui2

Message

Customer service professional with 6+ years improving processes, satisfaction, and high-volume support.

Kenya

Message

What I'm looking for

I seek remote customer service roles where I can improve processes, mentor teammates, handle high-volume support, and raise client satisfaction.

I am a dynamic customer service professional with over six years of experience across retail, NGO, and B2B environments, focused on delivering exceptional support and reducing operational errors.

I have a proven track record of streamlining booking procedures, implementing cross-checking systems to mitigate reservation errors, and managing high call volumes while maintaining accurate records.

I train and mentor new hires, liaise between sales and operations teams, and tailor support strategies for high-priority clients to drive satisfaction and loyalty.

I am eager to contribute my process-improvement mindset and customer-first ethos in a remote role where I can continue to enhance experiences and support organizational goals.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Booker

Current

Basco Products

Oct 2023 - Present (2 years 5 months)

Streamlined booking procedures and implemented cross-checking that reduced reservation errors while managing high-volume inbound calls and improving guest experience with personalized recommendations.

Reservation Management Data Entry Customer Relations Problem Solving

Customer Service Representative

Tireworld Limited

Mar 2020 - Aug 2022 (2 years 5 months)

Managed customer inquiries and escalations, coordinated with logistics to expedite urgent orders, and maintained detailed interaction records to improve resolution rates and customer satisfaction.

Customer Support Escalation Management CRM Product Knowledge Call Resolution Record keeping Web Order Assistance

Customer Service Representative

Slaitter & Whittaker

Jan 2017 - Jan 2020 (3 years)

Served as primary contact for assigned accounts, managed order entry and status checks, solicited customer feedback, and optimized account supply decisions to improve service continuity.

Account Management Order Management Customer Feedback Data Collection Phone Support Email Support Prioritization Multitasking

Customer Service Representative

Lily Health NGO

May 2015 - May 2016 (1 year)

Resolved complaints with empathy, led new-hire training, collaborated on best practices, and contributed to upselling efforts that increased loyalty and repeat business.

Training Upselling Conflict Resolution Team Collaboration Stress Management Organization