Sylvia Njeri

I am a customer-focused and empathetic Customer Support Specialist with six years of hands-on experience assisting clients across high-volume channels including chat, email, and phone. I consistently maintain professionalism while resolving issues and preserving strong customer relationships.

In my current role I handle 45-60 daily inquiries and sustain a 95% satisfaction rating, resolving roughly 80% of complaints while documenting interactions with 97% CRM data accuracy. I escalate complex cases when needed and collaborate with internal teams to reduce repeat contacts.

Previously, as an Administrative Assistant I managed schedules, correspondence, reporting, and records, supporting efficient operations and confidential handling of sensitive information. My background gives me a strong operational foundation and attention to detail for maintaining accurate documentation and processes.

I bring strengths in communication, problem-solving, CRM proficiency, customer retention, and feedback analysis, and I seek roles where I can continue improving service quality and contribute to cross-department solutions in fast-paced environments.