Jane Wangari Njeri

• - Deliver exceptional customer experiences through phone, chat, and email, resolving inquiries related to billing, technical issues, and account management.
• - Support customers in managing orders, shipping updates, and troubleshooting device or service concerns.
• - Collaborate with internal teams to provide accurate, timely, and empathetic solutions that uphold brand standards.
• - Consistently maintain above-target CSAT (Customer Satisfaction) scores and first-contact resolution rates.
• Team Captain | Promoted within the same company
• - Provided coaching and floor support to agents, ensuring KPI adherence and quality communication.
• - Mentored underperforming agents through structured feedback sessions, improving team metrics by 15%.
• - Facilitated shift huddles and training refreshers to enhance service accuracy and confidence.

Nesting Support / Mentor | Concurrent role

• - Onboarded and guided new hires during their nesting phase, helping them transition into full production roles.
• - Conducted side-by-side coaching sessions, monitored quality scores, and delivered actionable feedback.
• - Supported new team members in developing customer empathy, communication, and technical troubleshooting skills.

Key Achievements:

• - Recognized for consistent performance and team mentorship contributions.
• - Achieved over 90% customer satisfaction rate and contributed to a 10% improvement in team performance metrics.
• Resolved customer inquiries efficiently by utilizing product knowledge, enhancing customer satisfaction and loyalty.
• Assisted in the training of new team members, improving overall team performance and service quality.
• Handled high-volume call traffic, maintaining professionalism and ensuring timely resolution of customer issues.
• Documented customer interactions in the CRM system, ensuring accurate records for future reference and follow-up.
• Assisted customers by providing accurate information and resolving inquiries, enhancing overall customer satisfaction and loyalty.
• Managed high call volumes efficiently while maintaining quality standards, resulting in improved team performance metrics.
• Employed CRM software to document customer interactions, ensuring seamless follow-up and high levels of service continuity.
• Facilitated training sessions for new team members, improving onboarding processes and fostering team cohesion.

• - Facilitated youth mentorship conferences focused on guiding teenagers through emotional development and academic challenges.
• - Designed and led sessions on emotional intelligence, self-esteem, and positive decision-making.
• Facilitated workshops and activities that promoted life skills, resulting in improved confidence and social interaction among participants.
• Collaborated with schools and local organizations to identify at-risk youth, increasing outreach and support for vulnerable populations.
• Monitored participant progress through regular evaluations, ensuring accountability and promoting continuous improvement in mentoring practices.
• Organized community events to connect youth with resources, building networks that facilitate access to education and employment opportunities.
• Engaged with families to provide support and resources, promoting a holistic approach to youth development and well-being.
• Maintained accurate records and documentation of mentoring activities, contributing to program assessments and continuous improvement initiatives.
• Planned and executed productive self-esteem building activities to promote personal growth and daily living skills.
• Built lasting relationships with youth and parents or guardians.
• Enhanced communication skills of mentees by conducting regular public speaking workshops and exercises.