Zoho
Eunice Wanjiku Ndirangu
Customer Support Specialist
Nairobi
Summary
Results-driven Customer Support Specialist and Sales and Logistics Coordinator with a strong background in operations, administrative support, virtual assistance, supply chain operations and technical troubleshooting. Proven ability to streamline workflows, enhance customer satisfaction, and manage data with precision. Adept at resolving user-reported issues, optimizing business processes, and leveraging technology to improve efficiency. Skilled in email management, scheduling, social media engagement, and content creation. A proactive problem-solver with excellent communication and organizational skills, committed to delivering exceptional service and operational excellence. Seeking to apply expertise in a dynamic role that fosters professional growth and business impact.
Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Virtual Assistant
Freelancer
06.2023 - Current
- Monitored and organized 100+ daily emails, prioritizing messages for supervisors, supplier communication and ensuring timely responses to critical communications.
- Scheduled and coordinated 20+ virtual Zoom meetings monthly, including guest invitations and agenda dissemination, improving meeting efficiency by 15%.
- Elevated client experience by providing timely and professional support via phone calls, emails, and live chat platforms, achieving a 95% customer satisfaction rate.
- Conferred with 50+ customers daily via telephone, chat, or email to provide accurate information and resolve inquiries, reducing response times by 20%.
- Answered and screened 30+ calls daily, providing information, scheduling appointments, and taking detailed messages with 100% accuracy.
- Streamlined call-handling processes, reducing average call duration by 10% while maintaining high service quality.
Tech Support Representative
ONIT Bank
06.2023 - Current
- Trained 15+ new support representatives, ensuring a consistent level of service quality and reducing onboarding time by 20%.
- Participated in 10+ product training sessions annually to stay current on updates, achieving a 95% accuracy rate in resolving customer inquiries.
- Collaborated with cross-functional teams to identify and resolve 5+ recurring product issues, reducing related customer complaints by 30%.
- Streamlined support processes, improving average response times by 25% and increasing team efficiency.
- Utilized tools such as Zoho, Intercom, Zendesk, and Slack to manage customer interactions, internal communication, and support workflows.
- Enhanced customer satisfaction scores by 15% by resolving technical issues and providing timely solutions.
- Contributed to a 10% improvement in team morale by fostering a positive work environment and maintaining strong relationships with coworkers.
Customer Support Representative
DCS Communications
09.2024 - 11.2024
- Company Overview: UK
- Assisted elderly UK customers via phone to place orders from Coopers of Stortford, providing patient guidance through the ordering and payment processes.
- Used software such as Syntec, CRMagic, and CE to process orders and payments with 100% accuracy.
- Managed a high volume of calls daily, maintaining professionalism and empathy with customers needing extra support.
- Reduced call handling times by streamlining communication steps without compromising service quality.
- Resolved customer issues promptly, contributing to overall customer satisfaction and retention.
Operations Assistant
Paragon Kenya Car Hire, Tours, and Travel
10.2022 - 05.2023
- Company Overview: Nairobi
- Managed day-to-day department operations, coordinating workflows for a team of 20+ employees, resulting in a 15% increase in productivity.
- Provided administrative support by preparing 50+ documents monthly and maintaining a 98% accuracy rate in data entry and record-keeping.
- Assisted in tracking and managing shipment schedules and inventory data, reducing delays by 20%.
- Optimized office layouts and organization, improving workspace functionality and reducing time spent locating resources by 20%.
- Assisted in developing 10+ standard operating procedures (SOPs), ensuring consistency and accuracy across tasks and reducing errors by 25%.
- Processed sales orders and ensured accurate record-keeping for invoicing and logistics documentation.
- Resolved 90% of customer and internal issues within 24 hours, maintaining high satisfaction levels and minimizing disruptions.
- Collaborated with 5+ cross-functional departments to streamline daily processes, improving overall operational efficiency by 10%.
- Nairobi
Customer Service Assistant
Silver-Dean Investment Company
01.2022 - 09.2022
- Company Overview: Nairobi
- Resolved 95% of customer complaints on the first contact, achieving a 20% increase in customer satisfaction scores by offering solutions that exceeded expectations.
- Answered 50+ daily customer inquiries regarding product availability, shipment times, and order status, maintaining a 98% accuracy rate in responses.
- Processed 200+ transactions/orders weekly with a 99% accuracy rate, reducing errors by 15% and contributing to a 10% increase in customer retention.
- Handled a high call volume of 100+ calls daily while maintaining a 90% first-call resolution rate and an average handle time of under 5 minutes.
- Built strong relationships with customers, resulting in a 25% increase in positive feedback and repeat business.
- Collaborated with team members to implement 3+ process improvements, enhancing the overall customer experience and boosting the company's Net Promoter Score (NPS) by 12 points.
- Nairobi
Secretary
Bendi Investments
01.2017 - 09.2018
- Company Overview: Nairobi
- Maintained and updated 50+ daily reports, memos, and invoices, ensuring 100% accuracy and timely submission to relevant departments.
- Handled sensitive personnel files and financial data for 100+ employees, maintaining 100% confidentiality and compliance with data protection regulations.
- Managed a multi-line phone system, answering 75+ calls daily and directing inquiries with a 95% caller satisfaction rate.
- Prepared 30+ professional correspondences weekly (memos, letters, and emails), ensuring 100% accuracy and timely delivery.
- Optimized executive calendars by scheduling 20+ weekly appointments and meetings, improving time management efficiency by 15%.
- Streamlined document organization and filing systems, reducing retrieval time by 20% and enhancing overall office productivity.
- Nairobi
Education
Bachelor - Operations Management Specialization
University of Nairobi
02.2018 - 12.2022
Kenya Certificate of Secondary Education - undefined
Pangani Girls' High School
02.2013 - 12.2016
Skills
Customer Support & Service
Technical Troubleshooting
Email Management & Scheduling
Data Entry & Management
Microsoft Office Suite
Google Workspace
Time management
Document preparation
Team collaboration
Problem solving
CRM management
Data entry
Customer relationship management
Product knowledge
Decision-making
Certification
2017, Certified Public Accountant (CPA), Adept College
Software
Intercom
Zendesk
Zoom
Slack
Trello
Calendly
Asana
Timeline
Customer Support Representative
DCS Communications
09.2024 - 11.2024
Virtual Assistant
Freelancer
06.2023 - Current
Tech Support Representative
ONIT Bank
06.2023 - Current
Operations Assistant
Paragon Kenya Car Hire, Tours, and Travel
10.2022 - 05.2023
Customer Service Assistant
Silver-Dean Investment Company
01.2022 - 09.2022
Bachelor - Operations Management Specialization
University of Nairobi
02.2018 - 12.2022
Secretary
Bendi Investments
01.2017 - 09.2018
Kenya Certificate of Secondary Education - undefined
Pangani Girls' High School
02.2013 - 12.2016