Susan Watiri
Nairobi,30
Summary
Dynamic and client-focused professional specializing in customer service and virtual assistance, with a robust background in eCommerce support, dispute resolution, and customer engagement. Expertise includes managing Shopify chargebacks, PayPal and Klarna disputes, and proficiently handling order processing using CRM tools such as Reamaze, Zoho, and HubSpot. Proven track record of building strong customer relationships and enhancing satisfaction through effective communication across email, chat, and social media platforms. Holds a Bachelor's degree in Accounting from Kenyatta University and certifications in Virtual Assistance (ALX) and eCommerce Customer Service (Udemy), recognized for exceptional problem-solving skills and meticulous attention to detail that bolster business reputation and foster customer loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Unaitas SACCO
03.2024 - 06.2025
- Improved transaction accuracy by 35%, reducing errors and disputes for members.
- Boosted adoption of mobile and internet banking services by 40% through client education.
- Increased member satisfaction scores by 25% by delivering timely, reliable, and confidential support.
- Reduced service wait times by 20% through efficient collaboration with branch teams.
Customer Service Representative
Copia Global
01.2023 - 12.2023
- Resolved customer complaints with a 95% success rate, reducing chargeback cases by 20%.
- Increased customer retention by 30% by offering empathetic and solution-focused support.
- Handled over 1,000+ inquiries per month, achieving a 90% first-response resolution rate.
- Improved delivery efficiency by 15% through close collaboration with logistics teams.
Customer Service
Nima Baby Shop
01.2020 - 11.2022
- Boosted repeat customer visits by 25% through personalized service and relationship building.
- Increased efficiency in order processing and refunds by 30%, reducing waiting times significantly.
- Enhanced customer satisfaction by 20% by resolving complaints promptly and professionally.
Education
Bachelor of Commerce - Accounting Option
Kenyatta University
Nairobi, 3012-2023
High School Diploma -
St. Alexis Ruchu Girls High School
Kandara, 2911.2018
Skills
- Communication
- Problem-Solving
- Empathy
- Teamwork
- Time Management
- Shopify & Ecommerce Support
- Payment Dispute Handling (PayPal, Klarna)
- CRM Tools (Zoho, HubSpot)
- Order Processing & Refunds
- MS Office & Google Workspace
- Quality Customer Service
Certification
- Virtual Assistance Certification Institution: ALX March, 2025
- Ecommerce Customer Service & Virtual Assistant Specialist Institution: Udemy August 2025
Timeline
Customer Service Representative
Unaitas SACCO
03.2024 - 06.2025
Customer Service Representative
Copia Global
01.2023 - 12.2023
Customer Service
Nima Baby Shop
01.2020 - 11.2022
High School Diploma -
St. Alexis Ruchu Girls High School
Bachelor of Commerce - Accounting Option
Kenyatta University
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