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Pauline Wanjiku

@paulinewanjiku1

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Customer service specialist skilled in CRM, complaint resolution and operations for high-volume contact centres.

Kenya

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What I'm looking for

I am looking for a role in a customer-focused, collaborative organisation where I can apply CRM expertise, improve customer experience, work on fraud/KYC processes, and progress into operations or quality leadership.

I am a multi-skilled customer service specialist with strong experience in high-volume, result-driven contact centre environments. I combine technical troubleshooting abilities with disciplined administrative and financial management skills to protect customer assets and reduce risk.

At Absa Bank Kenya I serve in Operations and Technology within the Contact Centre, handling urgent customer claims, fraud alerts, account actions and KYC compliance while maintaining accurate CRM records and serving as an escalation point.

Previously I managed inbound and outbound support at ABC Solutions, averaging 50+ calls daily with a 95% satisfaction rate and consistently resolving a high percentage of issues on first contact.

I seek to enhance digital customer service capabilities, deepen CRM and remote-support expertise, and deliver measurable improvements to customer experience and operational KPIs.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

Absa Bank Kenya

May 2022 - Present (3 years 4 months)

Manage escalations and complex customer requests in operations and technology, reducing financial-loss incidents and consistently exceeding a 95% service-level target for inquiry and complaint resolution.

Customer Support CRM Fraud Detection Escalation Management Ticketing Systems

Customer Service Representative

ABC Solutions

Jan 2019 - Apr 2022 (3 years 3 months)

Handled 50+ inbound/outbound calls daily and multi-channel enquiries, achieving a 95% customer satisfaction rate and contributing to a 15% increase in repeat clients through upselling and relationship-building.

Outbound Calling Live Chat Support Email Support CRM Upselling Customer Satisfaction

Administrative Intern

Thellesi Company Limited

Jan 2017 - Dec 2019 (2 years 11 months)

Provided administrative support including mail handling, archiving, travel arrangements and calendar management, ensuring confidentiality and efficient office operations.

Administrative Support Document Management Scheduling Travel Coordination Confidentiality Data Entry