Wanjiru Mwangi

Provide friendly, patient support across phone, email, and live chat, actively listening to customer concerns to identify root causes before offering solutions. Log and update every customer interaction across internal systems in real time, ensuring accurate records for seamless follow-up and case continuity.

Conducted structured field surveys and interviews, achieving a 95% response rate and maintaining 100% error-free data entry. Exceeded daily productivity targets by completing 20+ surveys per day and handled sensitive respondent information securely.

Managed customer complaints and service issues with patience and high emotional intelligence, resolving 90% within 24 hours and lifting client retention by 15%. Collaborated with the sales team to redesign complaint-handling workflows, improving customer satisfaction scores by 25%.

Increased monthly sales by 20% through proactive customer engagement and targeted promotions. Processed 50+ daily transactions with 100% accuracy and trained 3 new team members, lifting team productivity.

Facilitated registration of 50+ Self-Help Groups for women, youth, and persons with disabilities, expanding access to community support. Advised 30+ groups on opening bank accounts and contributed to a 40% increase in Women Enterprise Fund approvals.

Certification in Content Writing, Blogging, Digital Marketing & Social Media Marketing.

Diploma in Community Development from Jomo Kenyatta University of Agriculture and Technology.

High School Certificate from St. Xavier's High School.