Open to opportunities

Nicole Wangu

@nicolewangu

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Dynamic professional with 3+ years in client service and leadership.

Kenya

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What I'm looking for

I am looking for a role in a forward-thinking organization that values customer experience and offers opportunities for professional growth.

I am a dynamic and customer-oriented professional with over three years of experience in client service, team leadership, and administrative support across high-pressure industries such as telecommunications, betting, and healthcare. My career has been marked by a commitment to delivering high customer satisfaction through proactive problem-solving, effective communication, and strong team coordination.

In my recent role as a Team Leader at SparksMatrix Limited, I supervised a customer service team, enhancing service delivery standards and implementing strategies that significantly improved customer satisfaction. I am technically proficient and certified in ICT and business skills, and I am eager to grow within a forward-thinking organization that values innovation and customer experience.

Experience

Work history, roles, and key accomplishments

Team Leader

SparksMatrix Limited

Dec 2024 - Feb 2025 (2 months)

Supervised a customer service team in a high-volume environment, enhancing service delivery standards. Delivered staff training on customer handling and product knowledge, while monitoring performance metrics and providing coaching for continuous improvement.

Customer Service Performance Monitoring Service Delivery Conflict Resolution CRM Systems

Customer Service Representative

SparksMatrix Limited

Aug 2024 - Dec 2024 (4 months)

Supported users on a betting platform with account management and troubleshooting, ensuring adherence to responsible gambling practices. Handled technical and transaction-related queries efficiently, collecting and relaying customer feedback to improve platform performance.

Customer Support Account Management Troubleshooting Technical Support Customer Feedback CRM Systems

Customer Service Agent

CCI

Nov 2023 - Mar 2024 (4 months)

Responded to inbound customer queries with professionalism and speed, escalating complex issues appropriately while maintaining high satisfaction scores. Promoted suitable services to match customer needs, supporting sales goals, and regularly trained on new tools and product updates.

Customer Service Inbound Customer Escalation Customer Satisfaction Sales Support Product Knowledge

Office Administrative Assistant

Kenyatta National Hospital

May 2022 - Sep 2022 (4 months)

Managed phone calls, document processing, and client redirection, while organizing filing systems to ensure smooth day-to-day operations. Supported interdepartmental communication and customer engagement, contributing to efficient administrative processes.

Administrative Support Document Management Communication Customer Engagement Microsoft Office Suite

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor of Arts, Public Policy and Administration

Grade: Second Class Upper Division

Completed a Bachelor of Arts in Public Policy and Administration, achieving a Second Class Upper Division. This program provided a strong foundation in public policy, governance, and administrative practices.

Kabare Girls High School

Kenya Certificate of Secondary Education, General Studies

Grade: B-

Achieved a B- grade in the Kenya Certificate of Secondary Education. This credential demonstrates a strong academic foundation from secondary education.

Effort Junior School

Kenya Certificate of Primary Education, General Studies

Grade: 411/500

Attained a score of 411/500 in the Kenya Certificate of Primary Education. This certificate marks the completion of primary education with strong academic performance.

European Business University

Certificate, Business Finance

Obtained a Certificate in Business Finance, focusing on fundamental financial concepts and business principles. This certification enhanced understanding of financial markets and corporate finance.