venessa kerubo

I’m a dedicated and ambitious professional with a background in Environmental Science and hands-on experience in sustainability, data analysis, and customer success. I bring strong technical aptitude that helps me integrate with complex software tools to drive impactful, data-driven outcomes.

In my contact center role, I consistently managed 55+ inbound calls per shift while maintaining a 4 minutes 15 seconds AHT, using Salesforce to support accurate documentation at 98% data entry accuracy. I handled 2 concurrent live email sessions, resolved 85% of Tier 1 technical issues without escalation, and successfully resolved 10–12 escalated complaints per week through active listening and conflict resolution.

Earlier, I served as an Environmental Science Intern with Kenya Forest Service, where I supported seedling lifecycle management and applied silvicultural techniques to improve survival rates during national tree planting. I also streamlined data entry for forest inventories, acted as a bridge between KFS and the public by translating environmental policies into actionable community insights, and provided administrative and finance support through receipt auditing.