Philomena Wanjiku

I’ve spent the last five years building one core skill: making people feel heard. I believe the difference between a loyal customer and a lost one often comes down to one interaction—how quickly I respond, how human I sound, and whether the person on the other end feels like they matter. That’s the standard I hold myself to every day.

My background spans both sides of the customer relationship. In sales, I learned to listen first and pitch second—understanding what someone actually needs before presenting a solution.

In customer care, I handled high volumes of interactions across digital and voice channels while maintaining a professional, on-brand tone. I de-escalated sensitive situations, routed high-risk issues appropriately to protect the brand, and monitored recurring feedback themes to share actionable insights that improve service quality.

I also stay deeply engaged with social media trends—especially on TikTok and Instagram. I pay attention to what drives real community engagement and how brand tone shifts across platforms, because I genuinely enjoy turning comment sections into meaningful conversations. I’m currently open to remote opportunities in social media community management, customer experience, and brand communications, especially with global brands that take their online presence seriously.