Open to opportunities

Mercy Wanjiru

@mercywanjiru1

Message

I resolve high-volume customer inquiries across e-commerce and online education.

Kenya

Message

What I'm looking for

I'm looking for a customer support role where I can resolve customer issues across email, chat, phone, and social channels, use CRM tools effectively, meet SLA targets, and contribute to customer satisfaction and process improvement.

I've supported learners at My Free Course, helping them enroll, access courses, reset passwords, and navigate learning platforms. I handled 100–120 outbound calls daily and responded through email, WhatsApp, and SMS while meeting SLA targets.

At P Inspiration (Uptownie), I managed email, live chat, and social media support for customers seeking product, sizing, order, return, exchange, and account assistance. I documented interactions in the CRM, processed refunds and exchanges, and escalated complex concerns for prompt resolution.

Previously at Jumia Kenya, I supported customers throughout the order lifecycle, confirmed payments, updated order statuses, and partnered with inventory and warehouse teams to reduce stock-related delays.

Across e-commerce and online education, I've maintained a 4.7/5 CSAT score, achieved 95%+ first-contact resolution, and reduced repeat inquiries by 15–20% through proactive follow-ups. I use HubSpot, Salesforce, Zendesk, GoHighLevel, Zoho CRM, Intercom, Shopify, and productivity tools to keep customer records accurate and deliver a positive experience.

Experience

Work history, roles, and key accomplishments

Learner Support Advisor

My Free Course

May 2024 - Jul 2026 (2 years 2 months)

Handled 100-120 outbound calls daily, following up with learners to ensure successful enrollment and progress. Responded to learner inquiries via email, WhatsApp, and SMS, providing timely support and meeting SLA targets.

Outbound Calling Email Support WhatsApp SMS CRM Enrollment Technical Troubleshooting SLA Escalation Handling

Customer Service Representative

P Inspiration (Uptownie)

Mar 2023 - May 2024 (1 year 2 months)

Responded to customer inquiries via email, live chat, and social media, providing personalized support. Resolved complaints, managed orders, and maintained accurate CRM records.

Email Support Live Chat Social Media Support CRM Order Management Complaint Resolution Customer Satisfaction Escalation Handling

Customer Service Representative

Jumia Kenya

Apr 2021 - Dec 2022 (1 year 8 months)

Assisted customers across the entire order lifecycle, from product selection to post-purchase follow-up. Confirmed payments, updated order statuses, and collaborated with inventory teams to reduce delays.

Order Processing Order Confirmation Product Guidance Data Analysis Customer Support

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Science, Business Administration

2018 - 2021

Pursued a Bachelor of Science in Business Administration with relevant coursework in customer relationship management, business communication, and operations management.