Hi, I’m
Sammy Mwendwa
Laboratory Analyst
Nairobi
Summary
Versatile and performance-driven professional with proven experience spanning customer service, sales, laboratory operations, quality control, and field data collection. Demonstrated ability to manage high-volume customer interactions, resolve complex concerns, and deliver accurate, customer-focused solutions. Recognized as Best Customer Service Agent for the year ending 2025 for outstanding service performance and commitment to customer satisfaction. Professionally certified in Sales and Customer Service, with practical proficiency in Zendesk, Kobo Collect, GPS, and Microsoft Office. Brings strong communication, analytical, problem-solving, and interpersonal skills, with a consistent focus on service excellence, operational efficiency, and achieving measurable results.
Overview
2
Languages
2
Certifications
3
years of professional experience
4
years of post-secondary education
Work History
Onfon Mobile
Customer Service Representative
12.2025 - Current
Job overview
- Manages 160–180 customer calls daily, consistently delivering professional, efficient, and customer-focused support in a high-volume environment.
- Handles customer complaints and difficult interactions with patience, empathy, and professionalism, working toward practical resolutions while maintaining positive customer relationships.
- Assists customers with enquiries about products, services, and company information, providing clear, accurate, and easy-to-understand guidance.
- Conducts point-of-sale verification calls to confirm that customers understand the product, terms, and conditions before making informed decisions to approve or decline sales.
Nakama Tech Limited
Customer Service Agent
06.2025 - 12.2025
Job overview
- Managed 110–130 customer calls daily, delivering timely and professional support while maintaining a strong focus on customer satisfaction.
- Built positive customer relationships through active listening, empathy, and effective problem-solving, particularly when handling challenging customer situations.
- Clearly communicated product features and benefits, helping customers make informed purchasing decisions and improving their overall experience.
- Recognized as the Best Customer Service Agent for the year ending 2025, reflecting consistent performance, customer focus, and commitment to service excellence.
Gusii Water and sanitation company (GWASCO)
Survey Enumerator
09.2024 - 10.2024
Job overview
- Mapped and recorded approximately 70 meter numbers daily using GPS and digital mapping tools, ensuring accurate location and meter information.
- Used Kobo Collect to capture, validate, and submit field data efficiently, maintaining accuracy and completeness throughout the survey.
- Maintained the confidentiality and integrity of participant information, adhering to data protection requirements and ethical fieldwork standards.
Sukari industries limited, Ndhiwa
Industrial attachment
05.2023 - 08.2023
Job overview
- Conducted quality control testing across sugar production processes, including Brix, Pol, purity, juice quality, water treatment, and effluent parameters, supporting consistent product quality and process efficiency.
- Performed routine analysis and monitoring of production samples, identifying quality variations early and providing accurate results to support timely process adjustments.
- Supported laboratory operations across juice treatment, centrifuges, boilers, water treatment, and ETP processes, ensuring reliable testing and compliance with required quality standards.
- Maintained and calibrated laboratory equipment and testing instruments, improving the reliability and consistency of analytical results.
- Worked closely with production and engineering teams to investigate quality issues, interpret laboratory results, and support effective solutions within the manufacturing process.
Education
Kisii UniversityKisii, Kisii District, Kenya
Bachelor of Science from Laboratory Sciences And Technology
10.2020 - 12.2024
Skills
Research
Data Entry
Active Listening
Customer service
Critical thinking
Problem resolution
Product sales
Certification
Introduction to sales Certificate
Timeline
Customer Service Representative
Onfon Mobile
12.2025 - Current
Customer Service Agent
Nakama Tech Limited
06.2025 - 12.2025
Survey Enumerator
Gusii Water and sanitation company (GWASCO)
09.2024 - 10.2024
Industrial attachment
Sukari industries limited, Ndhiwa
05.2023 - 08.2023
Kisii University
Bachelor of Science from Laboratory Sciences And Technology
10.2020 - 12.2024