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
Communication skills
Analytical skills
Well-conversant with Zendesk
Fluent in written and verbal English communication skills
Self-motivated and capable of working independently remotely
Strong multitasking skills, and provide customer support via social media, chat, and email
Conversant with CRM systems
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