Claire Murugi Njue
Nairobi , Kenya • .
PROFESSIONAL SUMMARY
Dedicated and results-driven customer service and administrative professional with over 3 years of experience in customer support, virtual
assistance, and project coordination. Skilled in resolving complex customer issues, supporting team operations, and utilizing digital tools
for efficient workflow management. Recently completed an Associate Project Management Internship with hands-on experience in AI
integration and resource planning. Proficient in CRM systems, Microsoft 365, Shopify, and Amazon. Strong attention to detail, excellent
communication skills, and ability to thrive in fast-paced remote and hybrid environments.
WORK EXPERIENCE
CCI Global (AMERIGAS)
Customer Service Representative
Tatu City, Kenya
Mar 2024 - Apr 2025
Resolved an average of 90 customer inquiries daily with a 95% first-call resolution rate, significantly improving customer satisfaction
ratings by 20%.
Maintained detailed records of customer interactions, feedback, and resolutions within the CRM system, ensuring data accuracy and
accessibility, which enhanced reporting capabilities.
Addressed customer inquiries via phone, email, and chat channels, providing prompt solutions and ensuring customer satisfaction,
resulting in a 30% increase in positive feedback.
Collaborated with internal teams to resolve complex customer issues, escalating unresolved matters to management when necessary,
which improved overall issue resolution time by 25%.
Managed administrative tasks related to customer communication and issue resolution, ensuring efficient handling of all inquiries and
improving response times.
Biznet Capital Limited
Administrative Assistant (Remote)
Nairobi, Kenya
Apr 2023 - Feb 2024
Addressed customer inquiries regarding loan products, repayment terms, and eligibility criteria through phone, chat and email, providing
comprehensive support and guidance that improved customer understanding by 40%.
Tackled ad-hoc projects like employee engagement initiatives and internal audits which often required cross departmental collaboration.
Maintained, updated and organized over 500 company files digitally.
Assisted customers in completing loan applications, ensuring 98% accuracy in verifying submitted documents and guiding them through
the approval process, which reduced processing time by 15%.
Managed customer complaints and resolved disputes related to loans, payments, and account discrepancies, ensuring timely follow-ups
and satisfactory resolutions, leading to a decrease in escalated complaints.
Educated customers on repayment schedules, sent reminders for due payments, and assisted with restructuring or settlement plans as
needed, improving repayment rates by 10%.
Managed administrative tasks related to customer support and loan processing, ensuring efficient handling of all inquiries and
applications, which streamlined operations.
WAVA Africa (Remote)
Admin Virtual Assistant
Nairobi , Kenya
Jun 2021 - Mar 2023
Provided administrative support with precise data entry, keeping records organized, accurate, and operations running smoothly.
Managed general inboxes that received over 300 emails weekly ensuring timely response and prioritization.
Prepared and proofread incoming and outgoing documents and reports.
Managed complex calendars and efficiently coordinated scheduling of meetings and appointments, accommodating diverse time zones
and preferences, which improved scheduling efficiency.
Coordinated travel arrangements, prepared detailed itineraries, and processed expense reports, ensuring accuracy and adherence to
company policies, which reduced travel costs by 15%.
Utilized Slack and email to facilitate team communication, collaboration, and information sharing, resulting in an improvement in team
communication efficiency, enhancing project outcomes.
Implemented and maintained task management systems using Monday.com, ensuring the timely completion of projects and adherence to
deadlines, which improved project delivery rates.
EDUCATION
Kenya Methodist University
Diploma in Business Administration
Air Travel and Related Studies Center
Diploma in Hospitality Management & Front Office Operations
Moi Girls Secondary School
KCSE
Meru, Kenya
Sep 2017 - Apr 2021
Karen, Kenya
Apr 2019 - Sep 2021
Kiambu, Kenya
Feb 2013 - Dec 2016
CERTIFICATION
Certified Virtual Assistant
ALX Africa
Issued Jan 2021
SKILLS
Customer Support & Conflict Resolution, Adaptability, tech savvy, Project Planning & AI Tools, CRM Systems: Intercom, Zendesk, SAP,
Shopify, Gorgias & Amazon, Microsoft 365, Google Workspace, Zoom, Slack, Time Management, Communication, Confidentiality &
Team Collaboration
