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SARAH WANGECI

@sarahwangeci

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Customer Service Assistant with 15+ years optimizing operations, CRM, and executive support.

United Arab Emirates

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What I'm looking for

I seek a role where I can apply CRM and operations expertise to improve customer experience, streamline processes, and support senior leadership in a collaborative, growth-focused environment.

I am a Customer Service Assistant with over 15 years' experience providing executive support, client relationship management, and office coordination across multiple industries.

I consistently deliver measurable results — maintaining quality assurance scores up to 95%, customer satisfaction ratings up to 95%, first contact resolution rates up to 85%, and an NPS of 69.

My strengths include CRM systems (Zoho CRM), financial procedures, budgeting, records and data management, and compliance with ISO standards, enabling process improvements and cost reductions of up to 15%.

I support senior management with calendar and travel management, vendor negotiations, project support, and operations improvements, and I am available for full-time and fixed-term engagements to help organizations meet service and operational objectives.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Assistant

Current

ICEA LION Group

Mar 2020 - Present (5 years 7 months)

Achieved a 95% quality assurance score and an NPS of 69 while delivering 85% first contact resolution; supported policyholders and advisors and processed payments and policy transactions in Zoho CRM.

Customer Service Zoho First Contact Resolutions Payment Processing Quality Assurance NPS Upselling

Office Administrator

Africa Digital Learning Academy

Mar 2019 - Mar 2020 (1 year)

Reduced office supply expenses by 15% through vendor negotiation and improved delivery timeliness by 40%, while maintaining 100% compliance in office records and audits.

Procurement Records Management Office Operations Budget Management Supplier Management Inventory Control Audit & Compliance

Administrative Assistant

Mount Kenya University

Jun 2012 - Mar 2019 (6 years 9 months)

Maintained executive calendars with <1% conflicts and 98% ISO compliance, managed travel and correspondence, supported postgraduate orientation and project tracking across departments.

Executive Support Calendar Management Travel Coordination Project Support Correspondence Management

Receptionist

Spectra Chemicals

Oct 2010 - Jun 2012 (1 year 8 months)

Managed front-desk operations including invoicing and petty cash, maintained filing systems, and conducted outbound client calls to support lead generation and customer relationships.

Invoicing Petty Cash Customer Outreach Lead Generation Administrative Support

Education

Degrees, certifications, and relevant coursework

Mount Kenya University

Bachelor of Business Administration, Human Resource Management

Bachelor of Business Administration with a focus on Human Resource Management; coursework and activities supported administrative and HR functions in academic and corporate settings.