Open to opportunities

Teresia Kamau

@teresiakamau

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Dedicated Customer Service Specialist with over ten years of experience.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth in a supportive team environment.

I am a dedicated Customer Service Specialist and Virtual Assistant with over ten years of experience in customer service, administrative support, and client relations. I excel at handling customer inquiries, managing administrative tasks, and providing high-quality remote support. My expertise in CRM systems and virtual collaboration tools has enabled me to deliver exceptional service to clients across Europe, the USA, and Asia.

Throughout my career, I have successfully trained and mentored over 150 customer service staff, leading to a 30% improvement in efficiency. I have implemented process improvements that reduced case errors by 40% and ensured a 95%+ resolution rate for customer inquiries. My commitment to operational excellence is evident in my ability to manage logistics for remote teams and provide top-tier virtual assistance, increasing operational efficiency by 25%.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

Church World Service

Feb 2023 - Nov 2024 (1 year 9 months)

Handled customer inquiries and provided timely resolution through email, phone, and CRM platforms, achieving a 98%+ customer satisfaction rate. Managed escalations and complex cases, ensuring customer concerns were addressed effectively. Conducted customer follow-ups to confirm issue resolution and improve overall service experience.

Customer Service CRM Management Email Communication Problem Solving Customer Satisfaction Process Improvement Data Management Escalation Management

Customer Service Representative

Church World Service

Oct 2022 - Jan 2023 (3 months)

Responded to a high volume of customer inquiries via email and phone, maintaining an average 90% first-contact resolution rate. Assisted customers in tracking case statuses and provided accurate information about processes.

Customer Service CRM Management First Contact Resolutions Email Communication Troubleshooting Communication Skills Problem Solving

Administrative Assistant

Church World Service

Jan 2021 - Oct 2022 (1 year 9 months)

Provided administrative support, including document preparation, scheduling, and customer correspondence. Managed and organized records, reducing errors in documentation by 25%. Assisted in process improvement initiatives that enhanced operational efficiency by 30%.

Administrative Support document preparation Scheduling Process Improvement Data Entry Communication Skills Team Collaboration

Virtual Assistant and Customer Support

Fiverr

Jan 2018 - Jan 2021 (3 years)

Managed customer inquiries and administrative tasks, providing virtual support for international clients. Delivered customer service via live chat, email, and CRM platforms, ensuring a 98% resolution rate.

Virtual Support Services Customer Service CRM Platforms Live Chat Support Email Communication Order Processing Dispute Resolution Documentation Multitasking

Customer Support Agent

USAID, Africa

Jan 2015 - Dec 2017 (2 years 11 months)

Provided frontline customer support and assisted in inquiries related to community projects, improving response efficiency by 40%. Organized training sessions for environmental officers and community groups.

Customer Support Community Engagement Event Planning Budget Management Communication Skills Problem Solving Team Collaboration

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor of Environmental Studies, Environmental Studies

2010 - 2014

Completed a Bachelor of Environmental Studies & Community Development, focusing on sustainable practices and community engagement. Developed skills in project management, environmental assessment, and community outreach.