MERCY WANJIKU

I’m a client-focused Customer Service Representative with 3 years of experience delivering phone, email, and chat support in fast-paced environments. I’m known for providing accurate, empathetic, and solution-driven responses that move issues toward resolution.

In my current role at Call Center International (CCI) Kenya, I handle high-volume inbound and outbound calls, chats, and emails in line with SOPs. I resolve customer inquiries across orders, accounts, and service issues, while investigating delivery, billing, and platform concerns.

I also support customers with billing-related questions and account troubleshooting, maintaining accurate and up-to-date customer records during every interaction. When cases get complex, I escalate appropriately and follow up to ensure customers reach a successful outcome—while consistently meeting KPIs such as call quality, response time, and productivity.

Earlier, as a Certified Nursing Assistant at Avenue Hospital, I delivered patient-centered support by managing records, coordinating care, and ensuring accurate documentation. That healthcare experience strengthened my communication and attention to detail, and I bring the same calm, customer-first mindset to every service challenge—ready to contribute immediately to client retention and revenue growth.