Open to opportunities

Yvonne Muriuki

@yvonnemuriuki

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Dedicated customer support professional with a passion for service excellence.

Kenya

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What I'm looking for

I am looking for a role that offers growth opportunities and values customer-centric service.

I am a friendly and dedicated customer support professional with two years of experience in delivering exceptional service through various channels, including email, live chat, and phone support. My journey began at Kensen Limited, where I quickly advanced from a Customer Service Representative to a Customer Support Specialist. In this role, I have successfully analyzed and optimized the customer journey, ensuring a seamless experience from initial contact to post-purchase support.

Throughout my career, I have been recognized for my ability to foster strong relationships with customers and resolve concerns promptly while maintaining a positive attitude. I take pride in developing strategies that enhance customer engagement and satisfaction, utilizing data analytics to track key performance indicators and drive improvements. My goal is to continuously learn and diversify my career, contributing positively to any team I join.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Kensen Limited

Jun 2023 - Present (1 year 11 months)

As a Customer Support Specialist, I analyze and optimize the customer journey, oversee the support team, and implement strategies to enhance customer engagement. I utilize data analytics to track KPIs and maintain high customer satisfaction through personalized service.

Customer Journey Team Leadership Data Analytics Customer Engagement Customer Satisfaction Zendesk Process Improvement Communication Skills Problem Solving

Customer Service Representative

Kensen Limited

Nov 2022 - Jun 2023 (7 months)

In my role as a Customer Service Representative, I assisted customers with inquiries across various channels, utilized CRM tools like Zendesk, and collaborated with team members to streamline processes, enhancing overall customer experience.

CRM Tools Product Knowledge Communication Skills Zendesk Team Collaboration Problem Solving Time Management

Sales Associate

Swinton Auto Spares

Nov 2016 - Nov 2021 (5 years)

As a Sales Associate, I assisted customers in selecting automotive parts, managed inventory, upsold products, and processed transactions, contributing to increased sales revenue and customer satisfaction.

Inventory Management Sales Revenue Product Knowledge Upselling Communication Skills Customer Service Problem Solving

Education

Degrees, certifications, and relevant coursework

Pinnacle Business School

Certified Public Accountant (CPA), Accounting

2017 - 2017

Completed CPA Part 1, gaining foundational knowledge in accounting principles and practices.

University of Nairobi

Bachelor's Degree, Real Estate and Property Management

2013 - 2016

Completed a Bachelor's Degree in Real Estate and Property Management, focusing on the principles of property valuation, management, and investment strategies.