Miriam Gathuku

As a Customer Support Consultant, I assess and analyze businesses' customer support systems, develop tailored strategies, and conduct training sessions to enhance efficiency and satisfaction. I also provide insights on customer support technologies and monitor the impact of implemented strategies.

In my role as Head of Customer Support, I developed a clear vision for the team, oversaw service delivery, resolved escalated issues, and implemented strategies to improve customer satisfaction and optimize operations.

As Team Lead, I provided direction to the sales and customer service team, facilitated communication, oversaw daily operations, and identified training needs to enhance team performance.

In this role, I processed orders, resolved issues, responded to inquiries, and handled customer complaints while providing proactive outreach and escalating complex issues as needed.

As a Call Center Agent, I handled inbound calls, provided solutions, processed orders, collected feedback, and made outbound calls for follow-ups, ensuring customer satisfaction.

Completed a program focused on Digital Customer Service, enhancing skills in customer support and digital communication strategies.

Pursued a Bachelor of Science in Economics, focusing on economic theories, quantitative methods, and their applications in real-world scenarios. Developed analytical skills and a strong understanding of economic principles.

Completed the Kenya Certificate of Secondary Education, gaining foundational knowledge in various subjects and developing critical thinking and problem-solving skills.