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@mercymwendwa
Dedicated customer service representative with a passion for technology.
I am a dedicated and enthusiastic business and customer service representative with 1.5 years of experience in delivering exceptional customer support. My passion for customer satisfaction drives me to build strong relationships and contribute to team success. I possess excellent communication skills and a keen ability to manage customer inquiries effectively.
In my recent role as a Customer Service Specialist at Pesapal, I provided prompt and professional support via various channels, ensuring a seamless customer experience. I excelled in troubleshooting and resolving issues, which significantly enhanced customer satisfaction and retention. My previous internships have equipped me with technical skills in IT support and cybersecurity, where I successfully improved system functionality and user satisfaction.
With a Bachelor’s degree in Business Information Technology and a commitment to continuous learning, I am eager to leverage my skills in a challenging role that allows me to contribute to organizational success while furthering my professional development.
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Work history, roles, and key accomplishments
Pesapal
Oct 2023 - Jan 2025 (1 year 3 months)
Provided prompt and professional customer support via phone, email, and live chat, ensuring a seamless customer experience. Managed a high volume of customer interactions while maintaining exceptional service quality and adherence to company standards.
Kanuri LTD (Wakandi Kenya)
Jan 2023 - Sep 2023 (8 months)
Resolved key issues on the banking app within a 24-hour timeframe, improving functionality and user satisfaction for the new product. Conducted comprehensive system and compliance audits, achieving 100% regulatory compliance.
Degrees, certifications, and relevant coursework
Bachelor of Science, Business Information Technology
Majored in Business Information Technology, achieving a Second Class (Upper Division). This program provided a strong foundation in IT and business principles.
Diploma in Science, Business Information Technology
Completed a Diploma in Business Information Technology with a Credit 1. This program focused on foundational concepts in IT and business.
Trainee, Cybersecurity
Undertook training in Cybersecurity, gaining skills in areas such as AWS, Azure Active Directory, Linux, and Network Security. Developed expertise in Identity and Access Management and Endpoint Security.
Software and tools used professionally
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