Open to opportunities

Maureen Wanjala

@maureenwanjala

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Experienced customer service executive dedicated to enhancing client experiences.

Zimbabwe

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

With over 8 years of experience in customer service, I thrive on helping people and creating positive experiences. My journey has taken me through various roles, where I've honed my skills in both face-to-face and remote environments. I pride myself on my ability to remain calm under pressure, efficiently solve problems, and turn challenging situations into opportunities for building trust and loyalty.

Throughout my career, I've consistently achieved high customer satisfaction rates, whether managing client interactions in a bustling beauty salon or resolving inquiries for an e-commerce brand. My commitment to empathy-driven communication and effective conflict resolution has led to significant improvements in customer satisfaction scores and retention rates. I believe that customer service is about more than just answering questions; it's about creating memorable experiences that resonate with clients long after their interaction.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant

Current

Freelance

Jan 2024 - Present (1 year 4 months)

Managed inboxes and scheduling for 3 clients across different time zones, reducing missed appointments by 90% and improving response time to under 4 hours. Handled order processing and customer queries for an e-commerce brand, boosting customer satisfaction scores from 82% to 96% within 6 months.

Time Management Remote Work Problem Solving Order Processing Communication Google Workspace Microsoft Office Multitasking Performance Metrics

Customer Service Executive

Delish Nails and Beauty Limited

Sep 2022 - Dec 2023 (1 year 3 months)

Greeted and assisted an average of 40+ clients daily, ensuring smooth check-ins, appointment scheduling, and personalized service that contributed to a 95% client satisfaction rate. Resolved booking conflicts and complaints quickly, reducing repeat issues by 70% and building strong client loyalty.

Problem Solving Conflict Resolution Time Management Performance Metrics Order Processing Live Chat Support Microsoft Office Google Workspace

Customer Service Executive

African Hair Limited

May 2019 - Sep 2022 (3 years 4 months)

Handled 60+ customer inquiries daily via email and live chat, resolving product, shipping, and return issues with a 98% satisfaction rating. Managed order tracking and cancellations through Shopify, ensuring accuracy and reducing support tickets by 35%.

Live Chat Support Order Processing Problem Solving Time Management Conflict Resolution Performance Metrics Remote Work Google Workspace Microsoft Office

Customer Service Executive

Citywalk Limited

Sep 2011 - Apr 2019 (7 years 7 months)

Processed 100+ daily transactions using POS systems, ensuring accuracy in billing and returns while maintaining a fast and friendly checkout experience. Assisted customers with product selection and after-sales support, contributing to repeat purchases and boosting monthly store sales by up to 15%.