Open to opportunities

Winnie Mwabali

@winniemwabali

Message

Empathetic and proactive Customer Support Specialist with 3+ years experience.

Kenya

Message

What I'm looking for

I am looking for a role that values collaboration and offers opportunities for growth in customer support and operations.

I am an empathetic and proactive Customer Support Specialist with over three years of experience in providing exceptional support through chat, email, and remote channels. My journey began at Majorel Kenya Limited, where I honed my skills in resolving inquiries efficiently while ensuring customer satisfaction. I take pride in my ability to guide users through digital tools and troubleshoot technical issues, which has significantly improved user experience.

Currently, I serve as an Operations Associate at Regus Kenya Limited, where I onboard clients and manage operational processes. My role involves collaborating with global teams to enhance service delivery and streamline workflows. I am passionate about helping people succeed and continuously seek to improve help documentation and support processes, ensuring that every interaction is clear and confident.

Experience

Work history, roles, and key accomplishments

Current

Operations Associate

Current

Regus Kenya Limited

Jan 2024 - Present (1 year 9 months)

Onboarded clients and guided them through orientation, ensuring a smooth experience. Managed billing and inventory processes resulting in a 15% reduction in operational costs.
Scheduled meetings and managed clients accounts. Ticket management for unresolved issues.
Collaborated with global teams to improve processes and promote additional services.

Onboarding Billing Inventory Management Database Management Process Improvement Workspace Management

Customer Support Representative

Majorel Kenya Limited

Sep 2021 - Oct 2023 (2 years 1 month)

Delivered chat, email, and call support to over 500 global users, resolving 95% of inquiries on first contact.
Mentored & trained 5 entry-level representatives leading to a 20% increase in team efficiency.
Proactively communicated order status and resolved complaints, ensuring customer satisfaction.
Collaborated with cross-functional teams to meet KPIs and enhance support processes.

Zendesk Slack G Suite Microsoft Office Chat Support Email Support Troubleshooting

Education

Degrees, certifications, and relevant coursework

Strathmore University

Bachelor of Science, Telecommunication

2016 - 2019

Grade: 2nd Class Honors

Completed a comprehensive curriculum in telecommunication, earning 2nd Class Honors. Gained foundational knowledge in telecommunication principles and practices.