Winnie Kinyua

Customer-focused CRM & Customer Support Specialist with over 5 years of experience supporting customers in fast-paced, service-driven and digitally enabled environments. I bring a strong foundation in customer lifecycle management, CRM operations, and data-driven customer engagement, gained through hands-on experience in customer support, account management, and service analytics.

I have experience using CRM and ERP systems including SAP Business One and Microsoft Dynamics to manage customer accounts, track interactions, update customer records, process orders, and support structured customer communication workflows. My work contributes to customer retention, satisfaction (CSAT), and loyalty through timely, accurate, and personalized engagement.

I regularly analyze customer data, service trends, SLAs, and KPIs using Microsoft Excel and Google Sheets, transforming insights into actionable improvements for service quality, response times, and customer experience. This analytical approach supports customer segmentation, identification of recurring issues, and continuous process optimization.

I am familiar with email-based customer communications, CRM ticketing systems, and automated workflows, including service notifications, follow-ups, and customer retention touchpoints. I collaborate closely with cross-functional teams using Microsoft Teams, ensuring clear communication, accountability, and efficient project coordination in remote and multicultural environments.

I operate with a strong understanding of customer data accuracy, confidentiality, and compliance, ensuring responsible handling of customer information and adherence to internal policies and communication standards.
While my professional background is rooted in customer service, my skills align strongly with CRM operations, customer engagement, loyalty support, and campaign execution, positioning me well for growth into CRM, retention, or customer lifecycle roles within digital and regulated industries.

Updated Key Strengths & IT Applications:
1. CRM operations & customer lifecycle support
CRM / ERP systems: SAP Business One, Microsoft Dynamics
2. Customer segmentation & personalized engagement
3. Email-based customer communication & ticket automation
4. Data analysis & reporting: Microsoft Excel, Google Sheets. Collaboration & remote work tools: Microsoft Teams
5. SLA, KPI & CSAT performance tracking
6. Cross-functional collaboration (Sales, Marketing, Finance, Logistics)
7. Remote & international work environments