Tracy Wanja

TW

Open to opportunities

Tracy Wanja

@tracywanja

I improve customer satisfaction and e-commerce operations through CRM-driven support.

What I'm looking for

I'm looking for a customer support or e-commerce role where I can use CRM platforms, strengthen customer experiences, improve operational processes, and contribute to revenue growth.

I've supported customers at Jumia and Limefibre through email, live chat, and telephone, resolving inquiries while improving order fulfilment, shipping efficiency, and customer satisfaction.

At Jumia, I supported e-commerce sales initiatives, maintained accurate company databases, validated information, managed confidential records, and compiled reports. My earlier legal assistant experience strengthened my documentation, research, data-entry, and administrative operations skills.

Experience

Work history, roles, and key accomplishments

JU

Customer Support

Jumia

Aug 2025 - May 2026 (9 months)

Spearheaded e-commerce sales initiatives, contributing to revenue growth. Optimised order fulfillment processes, enhancing efficiency in shipping and customer satisfaction.

CRM E Commerce Sales Email Support HubSpot Microsoft Dynamics Salesforce Order Entry Order Fulfilment Order Management Zendesk Data Entry Google Workspace Time Management Live Chat

LI

Customer Service Representative

Limefibre

Jan 2023 - Dec 2024 (1 year 11 months)

Provided customer support via email, live chat, and telephone. Resolved customer inquiries by adhering to established support processes.

Customer Service Email Support Live Chat Problem Solving Documentation

LF

Legal Assistant

Law firm

Jan 2016 - Dec 2019 (3 years 11 months)

Maintained accurate data records to improve accessibility. Drafted legal documents and reports utilizing the Microsoft Office Suite.

Data Management Legal Research Microsoft Office Administrative Support

Education

Degrees, certifications, and relevant coursework

EC

Edulink International College

Certificate, Digital Marketing

2026 - 2026

Pursued a Digital Marketing program at Edulink International College from January to July 2026.

CA

Catholic University of Eastern Africa

Bachelor of Laws, Law

2012 - 2015

Earned a Bachelor of Laws degree from the Catholic University of Eastern Africa from 2012 to 2015.

Tech stack

Software and tools used professionally

Salesforce

Zendesk

HubSpot

Google Workspace

Compiled

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