Wambui Gathua User
@wambuigathua
I build responsive customer support operations that improve satisfaction, retention, and inquiry resolution.
KenyaWhat I'm looking for
At Paperbags Ltd, I manage customer communication across phone, email, WhatsApp, and digital channels, resolve complaints with internal teams, and maintain CRM records and follow-ups. My work improved repeat business by 28%.
Previously at KCA University, I established Kenya’s first CRM-integrated university call center and led a 25-member customer support team. We reduced unresolved inquiries by 40% and improved customer satisfaction by 30%.
I’ve supported customers and clients across education, manufacturing, media, and nonprofit environments for more than 12 years. My experience includes high-volume inquiries, complaint resolution, customer retention, escalation management, documentation, and cross-functional coordination.
I also bring B2B communication, lead nurturing, and service-delivery coordination experience from my remote work with Linguist Point UK.
Experience
Work history, roles, and key accomplishments
Customer Experience & Marketing Specialist
Paperbags Ltd
Jun 2024 - Present (2 years 2 months)
Manage customer communication across phone, email, WhatsApp and digital channels. Resolve customer complaints with internal teams and maintain CRM records, improving repeat business by 28%.
Education
Degrees, certifications, and relevant coursework
KCA University
Master of Science, Knowledge Management and Innovation
Pursued a Master of Science in Knowledge Management and Innovation.
Availability
Location
KenyaAuthorized to work in
Website
wambuigathua.co.keSocial media
Job categories
Skills
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