WANJA KAHIGA
Customer Service Professional
Nairobi
Summary
Results-driven Customer Service professional with 8 years of experience at Twiga Chemicals Limited, focused on maximizing customer satisfaction and operational efficiency.
Expert in resolving complex issues, training teams, and using SAP/Oracle to streamline processes and reduce errors. Committed to delivering empathetic, solution-oriented service that enhances brand reputation.
Overview
10
10
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Service Assistant
Twiga Chemicals Limited
Nairobi, Nairobi County
08.2016 - Current
- Resolved customer issues promptly, achieving 95% satisfaction ratings.
- Managed high call volumes with an average of 40-50 calls a day, exceeding service expectations with professionalism.
- Implemented feedback mechanisms that increased customer satisfaction scores by 20%.
- Trained 15 plus new employees in best practices, ensuring consistent service quality.
- Processed orders accurately, reducing processing errors by 15% and boosting customer trust.
- Introduced a seating strategy that cut average guest wait time by 10 minutes.
- Handled 50-60 customers daily while maintaining excellent service standards.
- Delivered timely, accurate and professional responses across all communication channels.
- Served as the first point of contact for customer inquiries via phone, email and chat.
- Investigated and resolved product related issues and concerns.
- Answered customer questions about product availability and shipment times.
Call Center Representative
Twiga Chemicals Limited
Nairobi, Nairobi County
01.2019 - 01.2020
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Managed approximately 30 incoming calls and emails per day from customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
Some College (No Degree) - Business Management and Administration
01-2025
Some College (No Degree) - Marketing, Advertising And Public Relations
11-2014
Skills
Customer engagement and relationship management
Conflict resolution and problem-solving
Time management and multitasking
Empathetic and clear communication
Team collaboration and training
SAP/Oracle proficiency and data accuracy
Additional Information
Communication skills; Excellent verbal and written communication, with ability to adapt tone and language to diverse customers.
Time management; Ability to prioritize tasks, manage multiple customers, and meet deadlines.
Adaptability; Flexibility in handling changing situations, priorities, and customer needs.
Positive attitude; Friendly, professional, and patient demeanor, even in challenging situations.
Certification
Member-Public Relations Society of Kenya (PRSK)
Timeline
Call Center Representative - Twiga Chemicals Limited
01.2019 - 01.2020
Customer Service Assistant - Twiga Chemicals Limited
08.2016 - Current
Daystar University - Some College (No Degree), Business Management and Administration
Zetech University - Some College (No Degree), Marketing, Advertising And Public Relations