Summary
Overview
Work History
Education
Skills
Accomplishments
Referees
Timeline
CustomerServiceRepresentative

FAITH WAIRIMU WAMBUI

Customer support
Nairobi,Nairobi

Summary


A highly self-motivated individual, able to work under minimum supervision, flexible, creative, outgoing, and result oriented. I have an innovative character with ethical and high integrity standards, able to solve problems, address challenges, and can thrive in high-pressure environments. I possess strong teamwork and multitasking skills. I can complete tasks in a timely manner and meet expected targets. Desire to reach my full potential. I aim at putting my career dynamic in a field where I can work in a multicultural and multi-discipline environment. I am ready to participate in development.

Overview

5
5
years of professional experience
16
16
years of post-secondary education
2
2
Languages

Work History

Customer Service Representative

Xfusion
Colorado
06.2022 - Current
  • Resolved customer inquiries, complaints, and issues providing insightful solutions via Zendesk.
  • Coordinated with the shipping department to meet customer-specific requirements.
  • Documented detailed notes in the CRM system to track customer interactions.
  • Navigated multiple systems to identify the source of the issue.
  • Provided solutions, recommendations, and replacements with empathy and positive feedback.
  • Completed sales payments, refunds, and exchanges and issued store credit.
  • Communicated with customers over the phone, email, and chat platforms.
  • Built strong knowledge of product lines to assist customers in selecting products.
  • De-escalated customer complaints using specialized communication techniques.
  • Handed 70 plus tickets within an 8-hour shift.
  • Can work on weekends and I'm flexible .

Human Resources Assistant

Stella HR
Nairobi
10.2021 - 02.2023
  • Used Workpay software and advanced tools to process payroll for employees.
  • Scheduled and administered employee assessments and tests on the current staff and prospective team members, physically and online(via Zoom and Google Meet)
  • Managed the onboarding of new employees, including processing paperwork, conducting orientations and providing information such as compensation, benefits and the opportunities for promotion.
  • Processed wage garnishments and responded to requests to verify employment in supervision of the HR Manager
  • Filled vacancies with top candidates by developing targeted recruitment strategies, vetting applicants and onboarding new employees.
  • Coordinated swift responses to employee relations issues like harassment allegations and interpersonal conflicts.
  • Oversaw smooth employee terminations by coordinating paperwork and conducting the exit interviews.

Sales Representative

Xfusion
Colorado
07.2022 - 08.2022
  • Cold-called prospects to generate and qualify a high volume of leads.
  • Tracked and followed up with leads to convert prospects into customers.
  • Documented customer phone numbers, address details, and order information in the computer system.
  • Collaborated with the sales team to cross-generate leads and prepare proposals.
  • Scheduled appointments with prospective customers to meet with traveling sales representatives.
  • Identified sales opportunities and presented key benefits of products to secure new business.
  • Overcame the objectives laid out by potential customers using excellent communication and negotiation skills.
  • Placed 250-plus calls in a day.

Customer Support Specialist

Maendeleo Stores
Nairobi
02.2018 - 08.2021
  • Communicated with clients over phone, email, and chat platforms , processing over 100 calls per day
  • Documented detailed notes in Zendesk and Helpdesk to track customer interactions.
  • Implemented best practices in fostering exceptional customer care support and satisfying customers.
  • Directed phone calls to shorten service time and steer conversations toward targeted solutions.
  • Addressed customer concerns and complaints and resolved issues promptly.
  • Answered incoming calls and assisted customers with questions.
  • Delivered a high level of service and support to customers as a company ambassador.
  • Met team and client performance metrics, goals, and deadlines.
  • Shared insights with management regarding member inquiries, concerns, and complaints to improve products, operations, and policies.

Education

Bachelor Of Arts - Psychology

KENYATTA UNIVERSITY
NAIROBI-KENYA
08.2017 - 01.2022

High School Diploma -

Carmel Girls High School
Machakos, Kenya
02.2013 - 11.2016

Kenya Primary Education

Darubini Academy
Kiambu, Kenya
01.2005 - 12.2012

Skills

Problem-solving skills

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Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.

Referees

1. Ms, Lucy Kagiri, Supervisor, Maendeleo Stores

lkagiri@gmail.com

0718491120.

2. Ms. Tecla Mbesa, HR Manager, Stella HR

teclamm@gmail.com

0729619487.

3. Chatin Moturi, Senior Agent, Xfusion.

chartyn@gmail.com

0724248856.

Timeline

Sales Representative

Xfusion
07.2022 - 08.2022

Customer Service Representative

Xfusion
06.2022 - Current

Human Resources Assistant

Stella HR
10.2021 - 02.2023

Customer Support Specialist

Maendeleo Stores
02.2018 - 08.2021

Bachelor Of Arts - Psychology

KENYATTA UNIVERSITY
08.2017 - 01.2022

High School Diploma -

Carmel Girls High School
02.2013 - 11.2016

Kenya Primary Education

Darubini Academy
01.2005 - 12.2012

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FAITH WAIRIMU WAMBUI Customer support