Lucy Wambui
Customer Support Specialist
Nairobi
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Customer Support Specialist -L2
Zepz (Sendwave + Worldremit)
Remote
08.2022 - 06.2023
- Handle all escalation tickets, engaging with telecom network partners on high priority, transaction delivery issues, ensuring prompt response and resolution time
- Work on support inbox, handling incoming calls, outgoing calls, texts & emails
- Identify patterns in user feedback and translate those into suggestions for improving user experience
- Quickly identify major issues users and be advocate for having them addressed swiftly
- Participate in regular trainings & team meetings
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collected vital information to support company and associates through interviews and data analysis.
- Responded to customer calls and emails to answer questions about products and services.
- Served customer account and technical needs across 30 - 40 + daily calls, consistently meeting productivity and quality targets
- Completed 15 new orders per day with 100% accuracy and consistently high customer satisfaction scores
Customer Service Support Specialist - L1
Sendwave
Remote
06.2021 - 08.2022
- Providing App assistance and troubleshooting for users
- Helping users to complete their first transactions
- Providing up to date remittance status of delivery to users
- Helping existing users with requests to raise sending limits
- Preventing fraud through various methods of verification
- Contacting partners about remittance delivery status and reversal inquiries
- Developed and implemented preventive maintenance procedures.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs
Customer Care Executive
Calltronix Kenya LTD
Nairobi
03.2020 - 06.2021
- Obtaining client information by answering telephone calls; interviewing clients, verifying information and maintaining customer records by updating account information
- Coordinated timely responses to online customer communication and researched complex issues.
- Evaluated interactions between associates and customers to assess personnel performance.
- Determining eligibility by comparing client information to requirements set in service charter
- Inform clients by explaining procedures; answering questions; providing information on in-bound and out- bound call marketing
- Maintains communication equipment by reporting problems
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures and reporting service outage to technical team.
Customer Service Officer
Multichoice Kenya LTD
Hybrid
03.2018 - 06.2020
- Promoted company brand and unique offerings through personalized customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
- Completed data entry to record call notes, suggestions and questions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Receptionist Assistant
Ruinu General Merchants
Nairobi
01.2017 - 12.2017
- Resolved customer problems and complaints.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
- Document management and file archiving.
- Front office management and reception duties; call management, daily schedules
Internship Student
Cooperative Insurance Company (CIC)
Nairobi
09.2016 - 11.2016
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Delivered clerical support by handling range of routine and special requirements.
- Provided clerical support, addressing routine, and special requirements.
- Reported back to instructor to receive day-to-day tasks and responsibilities.
- Participated in workshops and presentations related to projects to gain knowledge.
- Explored new technologies and approaches to streamline processes.
Education
Bachelor of Arts - Business Administation, Communication Nairobi
01.2022 - Current
Diploma - Business Administration And Management
01.2020 - 08.2022
Diploma - Public Relations And Organizational Communication
01.2016 - 11.2017
Skills
Customer service support
Time management
Troubleshooting & Analytical skills
Building customer loyalty
Oral & written communication
Data entry
Developing customer relationships
Certification
Driving Licence September 2018 - National Transport and Safety Authority (NTSA)
Additional Information
- Answering product and service questions about Multichoice; suggesting information about other products and services in the Multichoice. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; Expediting correction or adjustment; following up to ensure resolution Obtaining client information by answering telephone calls; interviewing clients, verifying information and maintaining customer records by updating account information. Determining eligibility by comparing client information to requirements set in the service charter. Inform clients by explaining procedures; answering questions; providing information on in-bound and out- bound call marketing. Maintains communication equipment by reporting problems. Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures and reporting service outage to the technical team.
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- I was the employee of the month for 6 consecutive months in a row for the year 2022.
- Professional Certificates, LinkedIn - 1. Customer Service Foundations 2. Customer Service Leadership.
Timeline
Customer Support Specialist -L2 - Zepz (Sendwave + Worldremit)
08.2022 - 06.2023
Daystar University - Bachelor of Arts, Business Administation, Communication Nairobi
01.2022 - Current
Customer Service Support Specialist - L1 - Sendwave
06.2021 - 08.2022
Customer Care Executive - Calltronix Kenya LTD
03.2020 - 06.2021
Daystar University - Diploma, Business Administration And Management
01.2020 - 08.2022
Customer Service Officer - Multichoice Kenya LTD
03.2018 - 06.2020
Receptionist Assistant - Ruinu General Merchants
01.2017 - 12.2017
Internship Student - Cooperative Insurance Company (CIC)
09.2016 - 11.2016
Graffins College - Diploma, Public Relations And Organizational Communication
01.2016 - 11.2017