Beatrice Wanjiru
Customer support/ Sales
Nairobi,Kenya,Kenya
Summary
Experienced customer-facing support professional with over 8 years in technical support, sales, and account management roles, including experience in SaaS environments. Strong critical thinking, problem-solving, and communication skills with a proven track record of maintaining composure under high-pressure escalations. Proficient in troubleshooting software issues and delivering solutions that exceed customer expectations. A quick learner who thrives in fast-paced environments and excels at working with minimal supervision.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Associate and Coach
ILARA HEALTH LTD
02.2022 - Current
- Provided technical support for healthcare software and devices, managing customer inquiries via phone, email, and chat
- Assisted clients with troubleshooting software issues, including database errors and user access issues, and provided step-by-step guidance to resolve technical problems
- Maintained composure during high-pressure situations, de-escalating complex issues and ensuring a positive customer experience
- Utilized CRM tools such as HubSpot to manage customer interactions and track issue resolution
- Delivered high-quality service that consistently exceeded customer expectations while meeting tight deadlines and managing multiple priorities.
- Managed to visit over 1000 facilities in my territory and growing my revenue to over USD15626.22 per year
Medical Sales Representative
ILARA HEALTH LTD
05.2021 - 01.2022
- Supported cloud-based software solutions for healthcare professionals, assisting clients with technical setup and addressing software issues
- Worked closely with internal technical teams to resolve software bugs, database issues, and client-side errors
- Maintained comprehensive knowledge of the company’s SaaS offerings, including medical software and hospital management systems.
- Penetrated new territories, successfully establishing relationships with 500 accounts.
- Traveled to over 1000 facilities and sold USD7813.11 in products.
Customer Service Associate
KENYA WOMEN FINANCE TRUST BANK
11.2015 - 12.2016
- Provided frontline support for the bank's software systems, assisting clients with troubleshooting account issues and resolving access problems
- Collaborated with internal IT teams to identify and solve technical issues, ensuring minimal downtime for customers
- Effectively managed multiple customer interactions simultaneously while maintaining a high level of service quality.
- Managed to open over 1000 accounts while serving 500 clients in a day through in person and on call
Education
Diploma in Business Management -
University of Nairobi
Kenya12.2010
Skills
- Customer-Facing Support: Over 8 years of experience in customer and technical support roles, handling complex inquiries and providing tailored solutions
- SaaS and Enterprise Software Support: Experience supporting SaaS products, utilizing CRM systems such as HubSpot
- Clear Communication: Professional and clear written and verbal communication, ensuring customer understanding and satisfaction
- Critical Thinking & Problem Solving: Strong ability to analyze issues, identify root causes, and implement effective solutions
- Composure Under Pressure: Proven ability to handle escalations calmly and professionally, ensuring resolution of customer issues
- Time Management: Efficient in managing multiple tasks and priorities, meeting strict deadlines, and delivering exceptional service
- Quick Learner: Adapted rapidly to new software tools and technologies in fast-paced environments
- Cross-Functional Collaboration: Worked closely with technical and non-technical teams to resolve issues
- Problem-Solving Under Pressure: Thrived in high-pressure situations, providing efficient and effective support during escalations
Accomplishments
- Successfully resolved complex technical issues for SaaS clients, resulting in a 95% customer satisfaction rating.
- Managed high volumes of customer interactions while maintaining high service levels and meeting KPIs.
Technicalskills
HubSpot CRM, Microsoft Office Suite, Email & Chat Platforms
Languages
English
Full Professional
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit SharingPaid time offSoftware
Hubspot- CRM
Slack -Communication tool
Spotify-Ecommerce
Interests
Reading
Travelling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Associate and Coach
ILARA HEALTH LTD
02.2022 - Current
Medical Sales Representative
ILARA HEALTH LTD
05.2021 - 01.2022
Customer Service Associate
KENYA WOMEN FINANCE TRUST BANK
11.2015 - 12.2016
Diploma in Business Management -
University of Nairobi
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