Christine Waruguru Mwai

CHRISTINE WARUGURU MWAI Remote Customer Service Representative | Inbound & Outbound Support | CRM Specialist Kenya | - | - Professional Summary I am an empathetic and articulate Customer Service Professional with over 1 year of experience in high-volume contact centers supporting US-based customers. Skilled in handling inbound and outbound calls with a focus on empathetic issue resolution, appointment setting, and follow-up. Proficient in CRMs like Zendesk, Freshdesk, and Gorgias, and experienced in delivering top-tier service across phone, email, and live chat. Known for professionalism, attention to detail, and the ability to stay calm under pressure. Tech-savvy, fast-typing; and committed to providing personalized support that builds trust, especially with pet-loving clients. Key Skills Inbound & Outbound Call Handling Empathetic Customer Interaction (Pet-Friendly Approach) Appointment Scheduling & Follow-Ups CRM Tools: Zendesk, Freshdesk, Intercom, Gorgias Multichannel Communication (Phone, Email, Chat) Active Listening & Issue Resolution Tech-Savvy: Zoom, Slack, Google Workspace Goal-Oriented | Detail-Oriented | Remote-Ready Typing Speed: 50+ WPM Professional Experience Customer Service Agent Call Center International (CCI), Kenya Jan 2024 – Jan 2025 Provided inbound and outbound customer support to international clients, including the US. Scheduled appointments, resolved customer issues, and escalated complex cases as needed. Recorded accurate notes in CRM tools (Zendesk, Freshdesk), maintaining high data integrity. Maintained a 95% customer satisfaction score by offering calm, compassionate, and solution-focused service. Participated in continuous training and weekly syncs via Zoom and Slack with US-based teams. Managed customer relationships efficiently across multiple communication channels. Freelance Virtual Support (Remote – Project-Based) Virtual Client Assistance | Ongoing Supports clients in customer interaction tasks, basic admin work, and appointment coordination. Assists in CRM updates, schedule client calls, and provide warm follow-ups. Delivers professional support across different time zones, including US EST hours. Education Bachelor of Science in Mathematics Jomo Kenyatta University of Agriculture and Technology (JKUAT) 2019 – 2023 Kenya Certificate of Secondary Education (KCSE) Muruguru Girls High School 2015 – 2018 | Grade: C+ Kenya Certificate of Primary Education (KCPE) Tetu Girls Primary School 2003 – 2014 | Score: 341 Soft Skills Calm, friendly phone presence Excellent listener with natural empathy Bonus: Lifelong animal lover with a soft spot for dogs References Available upon request.