Looking for a job

Teresa Wanjugu

@teresawanjugu

Message

I improve customer support operations, CRM reporting, and service recovery.

Kenya

Message

What I'm looking for

I'm looking for an operations or customer success role where I can improve support processes, use customer insights to strengthen service delivery, and collaborate across teams to drive retention and operational performance.

At SafeBoda Kenya, I manage high-volume customer and driver support across phone, email, WhatsApp, chat, and social media, resolving 100+ inquiries daily. I turn support data and customer insights into operational reports, CRM improvements, and actions that strengthen service delivery.

I also plan workforce schedules, train and onboard support staff, investigate escalations, and partner with Sales, Product, and Operations teams to reduce recurring pain points. Previously at Kenya Women Microfinance Bank, I supported customer service, account applications, client education, feedback analysis, acquisition, and retention.

Experience

Work history, roles, and key accomplishments

Current

Senior Operations Associate

Current

SafeBoda Kenya

Jan 2024 - Present (2 years 9 months)

Managed high-volume customer and driver support, resolving 100+ inquiries daily. Prepared operational reports, designed CRM issue categories, and trained new staff.

Customer Support CRM Zoho CRM Operational Reporting Workforce Planning Process Improvement Team Onboarding SLA Compliance KPI Monitoring Cross Functional Collaboration

Business Development Officer

Kenya Women Microfinance Bank

May 2021 - Jan 2024 (2 years 8 months)

Handled customer inquiries, processed account applications, and educated clients on financial products. Gathered feedback to identify service gaps and supported customer acquisition.

Customer Service Account Processing Financial Products Customer Feedback Analysis Relationship Management Issue Resolution