Open to opportunities

Patriciah Wanjiru

@patriciahwanjiru

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Customer-focused Administrative Professional with expertise in service operations.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction, offers opportunities for growth, and fosters a collaborative work environment.

I am a dedicated Administrative Professional with a strong focus on customer service operations and business process optimization. My experience spans various roles where I have consistently enhanced efficiency, resolved disputes, and ensured compliance in both financial and service-oriented environments. I excel in utilizing CRM systems and implementing KYC processes, which have significantly improved operational workflows and customer satisfaction.

Throughout my career, I have successfully managed customer interactions, providing virtual support and resolving inquiries through various channels. My ability to analyze and document resolutions has led to improved self-service options and reduced repetitive queries. I take pride in my track record of mentoring team members and fostering a collaborative environment that drives performance and morale.

With a commitment to continuous improvement, I have developed innovative solutions that enhance customer experiences and streamline operations. I am eager to bring my skills in customer retention, conflict resolution, and process improvement to a dynamic organization that values efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Customer Care Representative

National Government Constituency Development Fund

Jan 2022 - Dec 2024 (2 years 11 months)

Improved financial security by redesigning the KYC process to enhance compliance with money remittance regulations, mitigating risk and ensuring regulatory adherence. Handled over 1,000+ customer billing records with 100% accuracy, ensuring seamless data management and compliance with organizational policies.

KYC Risk Mitigation Data Management Customer Support Process Improvement Conflict Resolution Customer Retention Salesforce Zendesk

Assistant Head of Customer Service

ViPortal Incorporation Limited

Apr 2018 - May 2020 (2 years 1 month)

Played a key role in driving the customer service team to exceed performance targets, resulting in the department being recognized as the best in the company and receiving commendation from the CEO. Successfully resolved escalated and complex customer issues, demonstrating expertise and problem-solving skills that led to increased customer satisfaction and retention.

Customer Service Team Leadership Conflict Resolution Customer Retention Performance Tracking Data Analysis Mentoring Process Improvement Stakeholder Engagement

Travel Advisor/Customer Service Agent

Jumia Travel

Sep 2015 - Mar 2018 (2 years 6 months)

Achieved top recognition for securing the highest number of hotel and flight bookings for three consecutive months, demonstrating exceptional sales acumen. Excelled in handling online bookings, consistently securing competitive deals and personalized travel options, driving high customer satisfaction and repeat business.

Sales Customer Service Market Research Data Entry Process Improvement Customer Satisfaction

Program Facilitator

Digital Opportunity Trust (DOT)

Jan 2012 - Dec 2014 (2 years 11 months)

Empowered 350+ youths and women with startup training, financial literacy and life skills, fostering economic independence. Established partnerships with 4 community-based centers, increasing program reach and accessibility.

Financial Skills Community Engagement Program Management Data Analysis Event Planning Partnership Development Coaching Project Coordination Stakeholder Engagement

Customer Service Representative

ViPortal Incorporation Limited

Sep 2013 - Nov 2014 (1 year 2 months)

Provided customer service support to clients, addressing inquiries and resolving issues efficiently. Maintained accurate customer records and ensured compliance with company policies.

Customer Service Data Entry Administrative Support Quality Assurance Performance Tracking Customer Retention

Education

Degrees, certifications, and relevant coursework

Catholic University of East Africa

Degree in Business Administration, Business Administration

Currently pursuing a Degree in Business Administration at the Catholic University of East Africa. This ongoing program is enhancing my understanding of business principles and management.

Nairobi Technical Training Institute

Diploma in Business Administration, Business Administration

Completed a Diploma in Business Administration at Nairobi Technical Training Institute in 2010. This program provided foundational knowledge in business operations and administrative practices.