Esther Wambui
Nairobi
Summary
Sales and Customer Care professional with over 2 years of experience in high-volume customer service environments, sales, and quality assurance. Proven track record of improving compliance and quality metrics, delivering tailored coaching, and achieving team performance goals. Seeking to leverage strong communication, analytical, and interpersonal skills in a dynamic, growth-focused organization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Analyst – Sales Auditor
CCI Kenya
03.2025 - Current
- Company Overview: Spirit Airlines
- Assessed customer sales interactions for compliance with client and global standards.
- Compiled assessment and feedback reports for internal stakeholders.
- Conducted evaluations of consultant knowledge and system proficiency.
- Provided coaching and training sessions as needed/requested.
- Adapted to evolving business needs with flexibility.
- Spirit Airlines
- Boosted compliance from 95% to 98%; improved quality scores from 92% to 96%.
- Delivered actionable reports that enhanced consultant performance.
- Developed structured coaching feedback mechanisms.
- Played a key role in team adaptability during organizational changes.
Contact Centre Agent & Customer Care Representative
CCI Kenya
11.2023 - 02.2025
- Company Overview: Spirit Airlines
- Handled inbound customer inquiries with professionalism and empathy.
- Met and exceeded daily/weekly sales and service targets.
- Ensured accurate data entry and customer verification.
- Escalated and followed up on claims and complaints effectively.
- Spirit Airlines
- Recognized for exceptional customer handling and performance.
- Maintained high knowledge retention and communication standards.
- Developed strong active listening and problem-resolution skills.
Credit Control Assistant & Customer Care Representative
Prestopap Limited
04.2022 - 10.2023
- Managed client portfolios and followed up on overdue accounts.
- Offered basic technical support and documented all client interactions.
- Maintained customer relationships with integrity and professionalism.
- Awarded Best Agent for outstanding customer handling.
- Demonstrated effective communication and high organization levels.
Credit Control Assistant
Tenspot Kenya Limited
03.2021 - 03.2022
- Monitored client payments and ensured timely debt recovery.
- Handled calls, documented requests, and delivered detailed reports.
- Represented the brand with a professional and customer-focused attitude.
- Consistently met monthly benchmarks with 9+ clients handled.
- Recognized as Best Agent in department.
Sales Lead
Joy Fashion Collections
03.2020 - 10.2020
- Managed inventory and conducted digital marketing.
- Achieved a 70% client conversion rate and 80% repeat customer rate.
- Maintained accurate financial records to assist in business planning.
Cyber Assistant
Jloah I Center
04.2019 - 02.2020
- Assisted with typing, printing, and general computer tasks.
- Built loyal customer base with up to 80% repeat customers.
Receptionist
Wilpak Supplies Limited
06.2018 - 11.2018
- Managed calls, visitors, and meeting rooms.
- Handled filing, inventory verification, and general admin support.
Education
Diploma - Business Management
Kenya Institute of Management
KenyaKenya Certificate of Secondary Education -
Mary Mount Secondary School
Kenya01.2017
Skills
- Customer Care & Client Retention
- Sales Auditing & Compliance
- Coaching & Performance Evaluation
- Communication & Interpersonal Skills
- Attention to Detail & Quality Control
- Report Writing & Data Analysis
- Problem Solving & Decision Making
- Team Collaboration & Relationship Management
Certification
- Computer Packages, Computer for Schools Kenya, 2018
- General Reservations Training, CCI Kenya, 2022
References
References available upon request.
Timeline
Quality Analyst – Sales Auditor
CCI Kenya
03.2025 - Current
Contact Centre Agent & Customer Care Representative
CCI Kenya
11.2023 - 02.2025
Credit Control Assistant & Customer Care Representative
Prestopap Limited
04.2022 - 10.2023
Credit Control Assistant
Tenspot Kenya Limited
03.2021 - 03.2022
Sales Lead
Joy Fashion Collections
03.2020 - 10.2020
Cyber Assistant
Jloah I Center
04.2019 - 02.2020
Receptionist
Wilpak Supplies Limited
06.2018 - 11.2018
Diploma - Business Management
Kenya Institute of Management
Kenya Certificate of Secondary Education -
Mary Mount Secondary School
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