Wangari Njeri

I am a strategic, data-driven customer experience specialist with over four years improving contact center operations, customer success, and quality assurance across banking and service industries. I consistently deliver measurable results by combining analytics with hands-on coaching.

Throughout my career I have managed 200+ customer interactions daily and trained over 100 professionals in customer engagement best practices, which helped sustain customer satisfaction ratings above 95%. I build dashboards and reports to track KPIs and identify systemic issues that impact retention.

I design and deliver virtual and in-person training modules focused on empathy, problem-solving, and complaint resolution, and I partner with QA teams to translate feedback into process improvements. My background includes CRM and Zendesk expertise, call monitoring, and tele-calling campaigns that drove product uptake.

I seek to contribute these strengths to a dynamic, remote-first customer experience or quality assurance role where I can lead training, optimize workflows through data, and help teams deliver consistently excellent service.