Wendy Katua Wayua
Customer Service & PR
Nairobi
Summary
Dedicated Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Agent
AmeriGas, CCI
04.2024 - Current
- Achieved high first-call resolution rates by providing accurate information and solutions to customers' concerns.
- Achieved a record of 100% in both issue resolution and CSAT for a full month in every rating by customers.
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Awarded best Agent due to my passion for assisting customers.
- Assisted new voice hires, who are currently in training, on call handling procedures to ensure seamless integration into the team through buddy learning sessions.
- Followed up on open cases while at the back office, ensuring timely resolution and customer satisfaction throughout the process.
Internship
Partners Across Borders (NGO)
Bremen, Germany
04.2023 - 07.2023
- Conducted research and authored articles for UNESCO project magazine, MANGO, focusing on Africa and Climate Change. Gathered data for market research projects and analyzed findings to make recommendations.
- Facilitated a youth training program for senior high school students focused on climate change and conservation. The program culminated in a final project and presentation to the entire community, which received high praise.
Marketing & Customer Support
Young Investors Africa
Nairobi,Kenya, Nairobi Province
05.2021 - 09.2022
- Drove a 70% growth across social media platforms within a three-month period.
- Achieved top sales performance in the team, contributing to a significant increase in revenue turnover, and earning the title of Best Salesperson.
- Achieved high levels of customer retention by consistently delivering outstanding support experiences.
Education
Bachelor of Arts - International Relations And Affairs
United States International University Africa
04.2001 -
Skills
Interpersonal- Communication
IT support experience
Learning Management Systems
Training facilitation
Public Relations
Accomplishments
- US Department of State Study Abroad Scholarship ($16,000) While at USIU-A, participated in a 6-month sponsored Study Abroad Exchange Program at the University of Houston- Clear Lake located in Texas,US.
Certification
Mediation: Certified Mediator with dual accreditation in both the United States and Kenya
Affiliations
Pacemaker International ( Nairobi, Kenya)
- As a committed volunteer trainer with Pacemaker International, I had the privilege of contributing to the upliftment of Mathare slums. My role involved teaching English and environmental studies to the pupils, aiming to make a positive impact on their education and surroundings.
- Spearheaded impactful fundraising campaigns to provide essential mathematical instruments for 50 students in Mathare slums preparing for their national examinations.
Languages
English
Proficient
C2
German
Intermediate
B1
Chinese (Mandarin)
Elementary
A2
Timeline
Customer Service Agent
AmeriGas, CCI
04.2024 - Current
Internship
Partners Across Borders (NGO)
04.2023 - 07.2023
Marketing & Customer Support
Young Investors Africa
05.2021 - 09.2022
Bachelor of Arts - International Relations And Affairs
United States International University Africa
04.2001 -
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