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Mercy Wanjiru

@mercywanjiru2

Learner Support Advisor at My Free Course, guiding enrollment and course progression while resolving learner access issues.

Kenya

Message

At My Free Course, I supported learners with enrollment, course progression, and platform access. I handled support through email, WhatsApp, and SMS, and escalated technical issues to the tech team while tracking resolutions.

At P Inspiration (Uptownie) and Jumia Kenya, I supported customers across digital channels and the order lifecycle. I maintained a 4.7/5 CSAT score, achieved 95%+ first-contact resolution, and reduced repeat inquiries by 15–20% through proactive communication and follow-ups.

Experience

Work history, roles, and key accomplishments

Learner Support Advisor

My Free Course

May 2024 - Jul 2026 (2 years 2 months)

Conducted 100-120 outbound calls daily to drive learner enrollment and course progression, resolving barriers in real time. Delivered multi-channel support via email, WhatsApp, and SMS, maintaining high CRM accuracy and supporting cross-sell initiatives.

GoHighLevel CRM Outbound Calls Email Support WhatsApp SMS Escalation Handling Pipeline Management Cross Selling

Customer Service Representative

P Inspiration (Uptownie)

Mar 2023 - May 2024 (1 year 2 months)

Delivered personalized support across email, live chat, and social media, maintaining brand voice and meeting response-time targets. Resolved complaints, processed returns and exchanges, and flagged recurring concerns to improve support processes.

Email Support Live Chat Social Media Support CRM Complaint Resolution Escalation Handling Process Improvement

Customer Service Representative

Jumia Kenya

Apr 2021 - Dec 2022 (1 year 8 months)

Supported customers across the full order lifecycle, from product selection to post-purchase follow-up. Confirmed payments, updated order statuses, and partnered with inventory teams to reduce delays and improve delivery timelines.

Order Management Payment Processing Inventory Coordination Product Knowledge Customer Support