Patricia Wanjiru
@patriciawanjiru1
I’m an operations professional improving customer support workflows, KPIs, and data integrity through analysis and QA.
KenyaWhat I'm looking for
I’m a results-driven Operations Professional with 8+ years of experience delivering customer support, quality assurance, AI data operations, and executive virtual assistance. I coordinate daily operational activities, track project timelines and performance metrics, and optimize workflows in fast-paced remote environments to ensure consistently strong service quality.
I take ownership of QA processes through audits, compliance checks, and root cause analysis (RCA), then implement corrective and preventive actions (CAPA) to drive continuous improvement. I also support data collection, analysis, and reporting to stakeholders using tools like Excel/Google Sheets and maintain high data integrity across large datasets through validation and detailed documentation.
Experience
Work history, roles, and key accomplishments
Coordinated daily operational activities across customer support, QA, and AI data operations, monitoring and improving internal processes to meet/exceed KPIs. Supported executive virtual assistance and cross-team workflow alignment through ticket management, documentation, and stakeholder liaising.
Led quality assurance audits and compliance checks as a Subject Matter Expert, performing root cause analysis and implementing CAPA for recurring quality issues. Maintained quality frameworks/SOPs, tracked accuracy and productivity KPIs, and delivered training and calibration sessions to improve data integrity and team consistency.
Provided remote administrative and customer support, including calendar and email handling, travel coordination, and organized digital filing with accurate data entry. Created reports and presentations, managed social media scheduling and inbox tasks, and supported e-commerce operations such as order processing and inventory updates.
Administrative Assistant
Priority Home-Based Schooling Suite
Jan 2023 - Aug 2023 (7 months)
Provided high-level administrative support including calendar management, meeting coordination, and travel arrangements, while maintaining organized documentation and records. Coordinated curriculum and training activities, supported onboarding and internal communications, and contributed to process improvement initiatives.
AI/ML Data Labeling Associate
Sama Source
Jul 2022 - Dec 2022 (5 months)
Supported machine learning data labeling workflows by labeling, annotating, validating, and conducting QA checks against project guidelines. Collaborated with data scientists to improve annotation quality, maintained detailed documentation, and provided feedback to streamline tools and processes.
Customer Service Representative
Sama
Jul 2017 - Aug 2021 (4 years 1 month)
Handled multi-channel customer support (email and live chat), managing 60–80 Zendesk tickets per day while resolving inquiries and escalating complex cases with ownership through resolution. Maintained 95%+ CSAT and reduced average response time by 20% through improved ticket prioritization, documentation, and knowledge base creation.
Education
Degrees, certifications, and relevant coursework
University of Nairobi
Bachelor’s degree in Education, Education (ICT/Physics)
2017 - 2021
Earned a Bachelor's degree in Education (ICT/Physics) from the University of Nairobi.
State House Girls High School
2013 - 2016
Attended State House Girls High School from 2013 to 2016.
St. Claire’s Nembu/ Riara Study Centre
Teacher Training (KCSE)
Completed teacher training related to KCSE at St. Claire’s Nembu/Riara Study Centre.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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