Gorgias
Faith Mwangi
Customer Service Contractor
Nairobi Municipality
Summary
Customer Service & Order Management Professional with over 8 years of experience in e‑commerce, retail, and service operations. Proven in order processing, inventory tracking, shipping coordination, and multi‑channel customer support. Skilled in CRM and order‑management tools, accurate data entry, and process optimization. Consistently maintained high service quality while handling high volume of orders, driving customer satisfaction and timely deliveries.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Customer Success and Service Delivery Associate
Crissam Acres Ltd
01.2024 - 08.2025
- Streamlined operations by optimizing processes and workflows, improving departmental efficiency by 25% and enhancing service delivery for over 200 clients.
- Led change management initiatives during organizational restructuring, maintaining 100% continuity in customer support operations.
- Drove continuous improvement projects within customer success, boosting client satisfaction scores by 15%.
- Conducted performance reviews for a 10-member team, identified skill gaps, provided targeted feedback, and implemented improvements that contributed to a 5% quarterly productivity increase.
- Collaborated with cross-functional teams to design and implement 4 new products and services aligned with client needs.
- Developed and delivered training programs to upskill employees, resulting in a 30% improvement in service consistency and team performance.
Customer Success (Independent Contractor)
365 Holdings (Cuddle Clones)
10.2023 - 01.2024
- Handled 80+ daily customer inquiries across live chat, email and messaging by delivering order‑management and product information while maintaining high satisfaction and quick turnaround.
- Supported high-volume seasonal operations by accurately processing and confirming orders, coordinating shipping and returns, and managing order fulfillment to ensure timely delivery while minimizing errors during peak demand.
- Leveraged Gorgias, ShipStation, Shopify, and Printify to manage order workflows and customer communications efficiently, reducing processing delays.
- Escalated and resolved billing and payment issues, ensuring compliance with company guidelines and achieving prompt resolution.
- Provided clear, empathetic support for product issues and returned items — enhancing customer trust and loyalty under time‑sensitive conditions.
- Collaborated with sales and logistics teams to verify inventory levels and confirm accurate order fulfillment, preventing order-errors and stock‑related delays.
Customer Service Consultant
Crissam Acres Ltd, Zawadi Elegant Wear, Lorna's Kitchen
08.2022 - 09.2023
- Researched and developed new customer acquisition channels for clients, expanding their reach locally and regionally and significantly enhancing market presence in 2 additional countries
- Organized and conducted training sessions for client teams to enhance brand communication, optimize workflows, and ensure consistent service quality across all customer touchpoints
- Guided clients in leveraging CRM tools and digital workflows to automate customer relation processes, improving response and achieve "clear inbox by end of day” workflow and boosting overall efficiency.
- Consulted on product launches and marketing campaigns for clients, helping them tap into growth opportunities, enter new markets, and increase brand visibility
- Evaluated clients' operations to identify improvement areas and optimization potential, recommending strategic changes that increased operational effectiveness and customer satisfaction
- Supported clients by organizing product launches and promotional campaigns, coordinating logistics, handling customer communication and follow‑up, which drove higher order rates and repeat business
- Helped clients improve customer retention and loyalty by providing tailored support, analyzing customer behavior and preferences, and implementing retention and upselling strategies
Founder, Admin & Customer Relationship Manager
Cakes by Faith
08.2016 - 10.2023
- Launched and managed bakery operations from the ground up, building complete order‑processing, fulfillment, customer‑service, and e‑commerce workflows; served over 100 clients monthly with high accuracy
- Supervised order entries, coordinated deliveries and returns, and managed customer communication to ensure 98 % of orders shipped on time and service quality remained consistent during busy periods
- Coordinated order scheduling and customer communications to guarantee timely deliveries and foster customer trust, driving repeat business and positive feedback
- Monitored customer preferences and purchase behavior to tailor recommendations and upselling, helping increase repeat orders and customer loyalty by up to 90 %
- Implemented digital order‑tracking and management systems to streamline workflows, speed up fulfillment, and reduce errors in order handling
Office Admin & Operations Assistant
Crissam Acres Ltd
02.2018 - 05.2020
- Researched and developed new customer channels which expanded the client base locally and regionally and boosted business reach.
- Streamlined production, storage, and distribution processes to optimize operations for faster turnaround and consistent customer service.
- Managed daily operations and coordinated workflows to ensure smooth department functioning and timely deliveries even during high demand.
- Provided precise administrative support by preparing accurate documentation, maintaining data integrity, and supporting efficient back‑office functions.
- Assisted in creating and enforcing standard operating procedures in order to maintain consistency, accuracy, and quality across all tasks.
- Monitored and managed inventory levels with precise record‑keeping, maintaining reliable stock data and minimizing stockouts or over‑stock situations.
Education
Bachelor of Arts - International Relations
United States International University
Nairobi, Kenya 09.2010 - 08.2015
Certificate - Organizational Leadership
PanAfrica Christian University
Nairobi, Kenya 01.2010 - 08.2010
Skills
Order processing and order entry
Inventory management and accurate stock tracking
Order fulfillment with shipping and delivery coordination
Proficiency in CRM and e‑commerce / order‑management software
Data entry and accurate record‑keeping
Multi‑channel customer service and support (email, chat, phone)
Problem resolution and returns processing / returns handling
Communication and collaboration including cross‑team coordination and vendor / logistics liaison
Process improvement and workflow optimization
Time management and multitasking under pressure
Proactive initiative in client support and task handling
Customer‑focused complaint resolution
Software
Shipstation
OMS
Shopify
Printify
Zendesk
Hubspot
Additional Information
- Available for asynchronous, remote contract work, minimum 15 hours/week, ready to start immediately.
- Equipped to work using desktop/laptop environments and familiar with digital order‑management and CRM tools.
- Eligible for independent‑contractor classification; able to receive payments via Stripe Connect, Wise or PayPal.
Certification
Customer Service Masterclass Training, TalentPop- one week
Timeline
Customer Success and Service Delivery Associate
Crissam Acres Ltd
01.2024 - 08.2025
Customer Success (Independent Contractor)
365 Holdings (Cuddle Clones)
10.2023 - 01.2024
Customer Service Consultant
Crissam Acres Ltd, Zawadi Elegant Wear, Lorna's Kitchen
08.2022 - 09.2023
Office Admin & Operations Assistant
Crissam Acres Ltd
02.2018 - 05.2020
Founder, Admin & Customer Relationship Manager
Cakes by Faith
08.2016 - 10.2023
Bachelor of Arts - International Relations
United States International University
09.2010 - 08.2015
Certificate - Organizational Leadership
PanAfrica Christian University
01.2010 - 08.2010