Jane Wambui Hiroyuki
Summary
Empathetic Customer Support Specialist, known for high productivity and efficient task completion. Skilled in communication, problem-solving, and customer relationship management, ensuring successful interactions. Excel at active listening, patience, and adaptability, fostering positive experiences in every customer interaction. Committed to leveraging skills to contribute to organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Experience Agent
Vevor
Shanghai
02.2025 - 11.2025
- Assisted customers with inquiries and product selection through multiple communication channels.
- Resolved customer issues efficiently by utilizing internal support tools and resources.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Educated customers on product features and usage for optimal engagement.
- Documented all customer conversations in the database system accurately and thoroughly.
- Communicated with customers via email and online chats.
- Managed order processing and tracked shipments for timely delivery.
- Handled returns and exchanges while ensuring a smooth customer experience.
- Assisted customers with making payments or completing orders in system.
- Provided technical support for customer's account related issues.
- China based.
Customer Support Specialist
Invisible Technologies
08.2021 - 12.2024
- Booking events for clients while taking care of their payments, refunds as well as coupons.
- Managing hotel bookings, logistics, group and single bookings, Travel Insurance, covid tests advise depending on the destination.
- Liasing with clients via emails, SMS, calls, social media.
- Experience with Salesforce, inbound and outbound calls, google sheets, slack, stripe and okta.
- Documented customer interactions in support ticketing system for future reference.
- Maintained knowledge of company products to effectively address customer needs and questions.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- USA based
Receptionist
Sheraton Mall of the Emirates
12.2019 - 07.2020
- Check in and out guest while managing all reservations and ensuring their mode of payment is verified.
- Attend to emails, calls, rectifications, while overseeing guest requests.
- Managed reservations and updated booking systems efficiently.
- Handled guest inquiries and resolved issues promptly and professionally.
- Coordinated with housekeeping to ensure room readiness for arriving guests.
- Processed payments and maintained accurate financial records daily.
- Provided excellent customer service to ensure a positive experience for all hotel patrons.
- Processed payments for guest accounts, accepted cash or credit cards as payment.
- Ensured front desk area was well stocked with supplies such as stationary and brochures at all times.
- Processed group reservations according to standard operating procedures.
- Dubai based
Guest Service Agent
Sheraton Jumeirah Beach Resort
01.2017 - 05.2019
- Answering, placing and forwarding calls while controlling the Switchboard as well as utilizing public address, paging, and voice mail systems to ensure proper routing of calls.
- Filing and record keeping, providing all hotel service updates to guests while pre-ordering office supplies.
- Monitoring the Hotel fire alarm panel and any outgoing emergency calls.
- Always came up with easier filling systems and summary of hotel information for easy relaying.
- Dubai based
Receptionist
Candy and Candy Records Limited
Nairobi
09.2014 - 08.2016
- Greeted and assisted guests at the front desk with a warm demeanor.
- Maintained accurate records of incoming and outgoing communications
- Assisted in the preparation of meeting materials and office supplies.
- Monitored office inventory and ordered supplies as needed to ensure efficiency.
- Handled client inquiries and resolved issues promptly and effectively.
- Supported administrative tasks, including filing, data entry, and document management.
- Answered incoming calls, responded to voicemails and transferred calls as needed.
- Maintained a clean front office environment including lobby area.
Bank Customer Service Representative- Internship
Nacico Sacco Society Ltd
Nairobi
01.2014 - 06.2014
- Assisted customers with account inquiries and transaction requests.
- Resolved customer complaints through effective communication and problem-solving skills.
- Provided guidance on Sacco products and services to enhance the customer experience.
- Verified customer identification information with the applicable documents according to bank policies.
- Provided assistance with opening new accounts such as savings or checking accounts.
Education
Flight Attendant & Airline Services Diploma Certificate -
SKYLINK FLIGHT SERVICES
12.2013
O levels graduate -
VALLEY HIGH SCHOOL
12.2012
Skills
- Microsoft Office proficient
- PBX/Switchboard
- Fax
- Copier
- Printer
- OPERA PMS
- Micros
- Adaco
- Cashiering
- Filling
- Organization skills
- Logistics incoterms
- Online portals
- Communication
- Customer Service skills
- Interpersonal skills
- Prioritization
- Multitasking
- Initiative
- Problem-solving abilities
- Dependability
- Creativity
References
Provided upon request.
Timeline
Customer Experience Agent
Vevor
02.2025 - 11.2025
Customer Support Specialist
Invisible Technologies
08.2021 - 12.2024
Receptionist
Sheraton Mall of the Emirates
12.2019 - 07.2020
Guest Service Agent
Sheraton Jumeirah Beach Resort
01.2017 - 05.2019
Receptionist
Candy and Candy Records Limited
09.2014 - 08.2016
Bank Customer Service Representative- Internship
Nacico Sacco Society Ltd
01.2014 - 06.2014
Flight Attendant & Airline Services Diploma Certificate -
SKYLINK FLIGHT SERVICES
O levels graduate -
VALLEY HIGH SCHOOL