Stella Wanjiru

Provided customer support across email, phone, and chat channels for a U.S.-based ecommerce brand.
Managed tickets through Zendesk, processed orders in Shopify, tracked inventory in SAP, and coordinated logistics through BigCommerce. Escalated technical and billing issues to relevant departments, ensuring prompt resolutions.

Provided exceptional customer service by assisting clients with their banking needs through phone, email, and in-person interactions. Handled customer inquiries related to accounts, loans, credit cards, and payments, ensuring timely and accurate resolutions. Educated customers on banking products, services, and secure banking practices to enhance their experience and prevent fraud.

Ensured compliance with FCA regulations and maintained high Risk & Compliance scores. Conducted needs analysis to match customers with appropriate insurance products. Achieved KPIs through strong negotiation and sales skills, overcoming objections on price and competitor offerings.

Managed relationships with clients and third parties, ensuring seamless operations. Prepared reports, briefs, and organized meetings, while also managing administrative budgets. Supported vulnerable clients and implemented new processes to enhance office efficiency and productivity.

Managed customer cases from initial contact to resolution, ensuring high satisfaction. Investigated and resolved customer issues, ensuring timely and effective solutions. Provided feedback to the business to improve customer service processes and ensured accurate invoicing and compliance with warranty transactions.

Focused on understanding and managing risks associated with disasters, including strategies for prevention, mitigation, and recovery. Gained expertise in developing comprehensive disaster management plans and policies.

Studied the complexities of global affairs, international relations theories, and diplomatic practices. Developed strong analytical skills in assessing international political and economic landscapes.

Completed training in essential computer applications, enhancing proficiency in various software tools. Acquired practical skills in word processing, spreadsheets, and presentations.