victoria wairimu

Led the investigation and resolution of escalated customer complaints, utilizing active listening and de-escalation techniques to manage challenging interactions. Documented findings and collaborated with cross-functional teams to improve service delivery and reduce dispute volume.

Managed high volumes of customer interactions via phone and web, providing support for inquiries related to bookings and service issues. Achieved a customer satisfaction rating of 92% and exceeded upselling targets by 70%.

Provided front-desk services, managed a multi-line phone system, and facilitated client interactions. Supported office operations through administrative tasks and ensured a welcoming environment.

Managed incoming calls and provided information about services, ensuring positive client interactions. Supported administrative functions and assisted with marketing materials.

Completed a certificate program focused on customer experience, equipping me with essential skills for effective customer service and support in call center environments.

Achieved a diploma in Customer Relations Management, which provided comprehensive knowledge and skills in managing customer relationships and enhancing customer satisfaction.

Earned a diploma in Library and Information Science, focusing on information management, library operations, and customer service within library settings.

Completed the Kenya Certificate of Secondary Education, gaining foundational knowledge and skills necessary for further education and professional development.