Olivia Wanjiru
@oliviawanjiru
I resolve complex SaaS customer cases, improve support workflows, and turn feedback into scalable solutions.
KenyaWhat I'm looking for
At Oyster, I lead Time & Attendance support improvements across Oyster and contractor workflows, reducing average resolution time from 72 to 48 hours. I handle complex leave, employment, compliance, and privacy-sensitive cases while maintaining strong support KPIs across 60+ daily tickets.
I work closely with People Services, Payroll, Legal, HRBP, and Engineering to improve customer outcomes. My work has helped raise CSAT from 80% to 90%, reduce repetitive queries through Notion playbooks and Help Center content, and launch an AI-assisted Zendesk response tool that cut resolution time for repetitive queries by 30%.
Previously, I managed escalated financial and legal disputes at Toptal and supported strategic merchants at Flutterwave through data-driven account optimisation. I bring hands-on experience in email, chat, and phone support, escalation management, customer experience, and process improvement.
Experience
Work history, roles, and key accomplishments
Led Time & Attendance process improvements as SME, reducing average resolution time by 33% and improving case accuracy. Resolved complex HR and compliance cases, collaborated cross-functionally, and contributed to CSAT improvement from 80% to 90%.
Resolved high-value financial and legal client disputes, managed escalations with 85% on-time resolution and 90% customer satisfaction. Identified recurring pain points and contributed to NPS analysis and Trustpilot rating improvement.
Led monthly business reviews with strategic merchants, driving 80% adoption of improvements and contributing to a 10% increase in sales performance. Analyzed channel performance to reduce downtime by 20% and increase transaction success rates by 20%.
Education
Degrees, certifications, and relevant coursework
Strathmore University
Certificate in Data Science, Data Science
2022 - 2022
Certificate in Data Science completed in 2022.
Strathmore University
Bachelor of Business Information Technology, Business Information Technology
2017 - 2021
Grade: Second Class Honours
Bachelor of Business Information Technology (BBIT) with Second Class Honours, completed from 2017 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
Skills
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