Open to opportunities

Sarah Wagura

@sarahwagura

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Customer service professional delivering exceptional support, coaching, and process improvements.

Kenya

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What I'm looking for

I’m seeking a role in customer support or client services where I can coach teams, improve processes, and deliver high CSAT using CRM and collaboration tools.

I am a results-driven customer service professional with experience across BPO, project coordination, sales support, and procurement. I consistently deliver high-quality support—maintaining a 95% CSAT and 99% quality scores—serve as an SME, coach new agents, and improve operational metrics such as AHT by 20%.

I thrive in remote and fast-paced environments, leveraging CRM and digital collaboration tools to resolve inquiries across phone, chat, and email, streamline processes, and maintain accurate project and client records to support business growth and strong client relationships.

Experience

Work history, roles, and key accomplishments

Current

BPO Customer Service Rep

Current

CCI Global

Nov 2023 - Present (2 years 2 months)

Deliver high-quality inbound and outbound customer support, maintaining a 95% CSAT and improving AHT by 20% while serving as SME and coaching new agents.

Customer Support Salesforce Escalation Management Coaching Quality Assurance CSAT

Project Manager Assistant

Samawati Artelier

Mar 2021 - Aug 2023 (2 years 5 months)

Assisted client engagement and project coordination, scheduling weekly activities and ensuring timely KPI delivery while maintaining project documentation and client communications.

Project Coordination Client Communication Scheduling Documentation KPI Tracking Email Support

Sales & Marketing Assistant

Nafte Hardware

Jul 2020 - Mar 2021 (8 months)

Built and managed client database, conducted prospect follow-ups and coordinated weekly order schedules to improve customer satisfaction and support business growth.

Sales Support CRM Prospecting Customer Service Database Management

Procurement Assistant

National Potato Council of Kenya

Jan 2018 - Jul 2020 (2 years 6 months)

Supported cross-departmental administrative and data tasks, prepared reports and performance tracking to inform management decisions and improve client issue resolution.

Procurement Support Data Entry Reporting Document Management Excel Administrative Support

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Arts, Procurement and Contract Management

Completed a Bachelor of Arts in Procurement and Contract Management focusing on procurement processes, contract administration, and supply chain fundamentals.