Open to opportunities

Olympializa Wanjiru

@olympializawanjiru

Message

Remote Customer Support Specialist delivering fast, accurate resolutions via email, phone calls and live chats.

Kenya

Message

What I'm looking for

I’m looking for a fully remote customer support role where I can own inbox and ticket quality, maintain strong CSAT, and prevent escalations through proactive issue identification, accurate CRM documentation, and clear escalation workflows.

I’m a Detail-oriented Customer Support Specialist with 2+ years of experience managing high-volume, multi-channel support environments.

I’m known for maintaining a 98% Customer Satisfaction (CSAT) score across 100–150+ daily customer interactions. I resolve order support, billing, and account issues through live chat, email, and phone, while meeting SLA expectations for first response time, resolution time, and ticket quality.

In every interaction, I document accurately in various CRM such as Zendesk and Salesforce to keep records compliant and audit-ready. When problems recur, I identify patterns, add clear context, and escalate through structured workflows so nothing slips through the cracks.

I also bring operational and finance fundamentals from my background in Finance and hands-on experience in accounts payable, receivable, reconciliation, and cost control. I’m proactive in remote, async-friendly environments—communicating patiently with new or confused customers and staying efficient and direct with experienced account holders.

Experience

Work history, roles, and key accomplishments

Customer Service Representative (B2B)

CCI Kenya – JetBlue Airlines

Oct 2025 - Mar 2026 (5 months)

Managed 100–150+ daily B2B customer interactions via live chat, email, and inbound phone while maintaining 98% CSAT. Handled order modifications, account updates, and billing/payment issues with accurate Zendesk/Salesforce documentation and structured escalation to technical teams.

B2B Customer Support Live Chat Email Support Phone Support Zendesk Salesforce CRM Order Processing Account Updates Ticket Management Escalation Management Cross Functional Collaboration Data Entry

Finance Trainee (B2B Accounts)

The Great Rift Valley Lodge Plc.

Jun 2025 - Sep 2025 (3 months)

Supported B2B receivables and collections for international corporate clients and assisted payables with supplier payment processing. Performed budget variance analysis, reviewed transaction logs for record accuracy, and supported reconciliation and tax filing activities.

Collections Accounts Payable Payment Processing Expense To Revenue Tracking Account Reconciliation Scheduling Operations Playtomic Platform Tax Filing Support

Team Lead, Operations & Client Support

Gemini Events

Jun 2024 - Jun 2025 (1 year)

Led a 3–5 person client support team by supervising workflows, coaching service standards, and supporting onboarding documentation. Served as the escalation point for billing and account concerns while driving process improvements and managing multi-client/vendor scheduling and communications.

Team Leadership Escalation Management Data Integrity Process Improvement Scheduling Operations Management

Emergency Responder (Volunteer)

Kenya Red Cross

May 2024 - May 2025 (1 year)

Performed rapid-response emergency workflows in high-stress situations while maintaining patience and composed, solution-focused judgment. Helped manage service disruptions and operational incidents under pressure.

Emergency Response Rapid Response Incident Response High Stress Situations Patient Communication Service Disruption Management

Sales Administrator / Customer Care

Centro Food Industries

May 2024 - Aug 2024 (3 months)

Supported customer accounts and order processing through accurate data entry and timely communication. Coordinated between internal teams and external clients to maintain organized, audit-ready records.

Customer Account Support Order Processing Data Entry Customer Communications Record keeping