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Sarah Wafula

@sarahwafula

I am a customer care representative delivering excellent service and CRM-driven problem resolution.

Kenya
Message

What I'm looking for

I'm seeking a challenging customer service role where I can apply creativity, problem-solving, and CRM expertise to improve customer experience, take on supervisory responsibilities, and grow within a collaborative, customer-focused company.

I am a result-oriented Customer Care Representative with over 3 years’ experience resolving client queries, handling complaints, and maintaining strong business relationships. I routinely use CRM systems, quality analysis, social media and email communication to engage customers, prepare customer reports, and drive positive outcomes.

My background in hospitality as a chef and waitress has strengthened my teamwork, event service, and food-preparation skills while reinforcing attention to detail and service under pressure. I hold Customer Care Training (2020) and Certified Internet Marketing Practitioner (2017), and I'm currently studying Human Resources Management to expand my people-focused capabilities.

Experience

Work history, roles, and key accomplishments

PL
Current

Customer Service Representative

Premier Kenya Ltd.

Oct 2020 - Present (5 years)

Resolved customer issues and answered inquiries about products and services while maintaining a calm, positive attitude. Engaged new customers, prepared customer reports from interaction data, and escalated complex cases to managers.

SS

Waitress

Sarova Whitesands Beach Resort & Spa

Apr 2015 - Dec 2016 (1 year 8 months)

Served banquets, events, conferences and outside catering, providing food and beverage service and preparing/serving tea and refreshments. Delivered high-quality guest service during gala dinners and large events.

Education

Degrees, certifications, and relevant coursework

MP

Marianist Project

Certificate, Catering

2015 -

Certificate in catering interactions awarded in 2015.

Tech stack

Software and tools used professionally

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Sarah Wafula - Customer Service Representative - Premier Kenya Ltd. | Himalayas