Job Gardiner Wandwasi
Nairobi
Summary
Customer Experience specialist with 7+ years at Safaricom and a strong foundation in Python, SQL, and analytics. I translate customer challenges into clear insights that guide better decisions and business outcomes. Skilled in problem-solving, data interpretation, and communication, I’m now building on my CX expertise to grow - bringing curiosity, analytical thinking, and a passion for understanding customer behavior to drive meaningful, evidence-based strategies.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Executive
Safaricom plc
11.2016 - Current
- Boosted operational efficiency through continuous process improvement and multitasking, which helped maintain strong customer relations.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained and improved quality results by adhering to established standards and guidelines, while also recommending enhanced procedures for better service.
- Identified, documented, and communicated trends in customer calls to the Team Leader when requested, helping the team adapt to customer needs more effectively.
- Led the Reversal Team, managing workflow distribution, and ensuring strict adherence to service level agreements (SLAs) to maintain high service quality.
Administrative Assistant
Silvergate Careers Limited
09.2015 - 08.2016
- Improved reporting accuracy and workflow efficiency by streamlining staffing and operations systems, which enhanced overall productivity.
- Ensured that daily office operations ran smoothly in the absence of the manager, which contributed to a stable work environment.
- Led initiatives to digitize records, significantly reducing physical storage needs and enhancing data accessibility.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records, such as passports and visas, which built trust and compliance with data protection standards.
- Managed office supplies inventory, ensuring availability and reducing costs through strategic sourcing.
HR Admin Assistant
Guru Nanak Hospital
02.2014 - 02.2015
- Efficiently managed personnel files, ensuring all documents were accurate and compliant with legal requirements, which helped maintain organizational integrity and accountability.
- Assisted in confirming new staff upon completion of their probation, streamlining the onboarding process, and enhancing team integration.
- Managed and updated employee records to effectively track workforce availability and efficiency, facilitating better resource planning and deployment.
- Ensured the timely submission of clearance forms and final letters to finance, which helped expedite the payment of final dues, and maintained financial accuracy.
- Provided support in addressing leave queries and troubleshooting issues, helping to improve employee satisfaction, and reduce disruptions.
- Updated HR Quality Variance Reports before the 5th of each month, which ensured timely reporting and informed decision-making.
HR intern
M.P Shah Hospital
04.2012 - 10.2012
- Record management – Updated and maintained staff records.
- General filing for the HR department.
- Management of HR Management Information System (HRMIS).
- Assisted in preparing and generating HR reports and metrics as needed.
- Supported the administration of employee benefits, including health insurance and leave management.
Education
BBA - Business and Entrepreneurship
Mt. Kenya University
Nairobi01-2023
Diploma - Business Management
Mt. Kenya University
Nairobi12.2013
Skills
- Customer Excellence
- Complaint resolution
- Continuous process improvement
- Cross-functional teamwork
- Data analysis
- Workflow management
Certification
- Data Analytics with ALX - African Leadership X [MySQL, Power BI, Excel]
- Data Science - Ongoing – [MySQL, Power BI, Python, Machine Learning]
Timeline
Customer Experience Executive
Safaricom plc
11.2016 - Current
Administrative Assistant
Silvergate Careers Limited
09.2015 - 08.2016
HR Admin Assistant
Guru Nanak Hospital
02.2014 - 02.2015
HR intern
M.P Shah Hospital
04.2012 - 10.2012
BBA - Business and Entrepreneurship
Mt. Kenya University
Diploma - Business Management
Mt. Kenya University
Volunteer Work
M-PESA Foundation by Safaricom PLC, Nairobi, Kenya, 2024-10, 2024-10, To mark International Day of the Aged, we visited Little sisters of the Poor Nyumba ya Wazee in Kasarani.