CURRICULUM VITAE
PERSONAL INFORMATION
FENNADER KIRIGO WACHIRA- Othaya, Nyeri, Kenya-(-
PERSONAL SUMMARY
I am a confident, reliable and enthusiastic customer service experts. I enjoy helping clients, and
customers in solving any problems that they may have. I am a great communicator, over the phone, face
to face and via email. I love to keep myself, and my workflow organized. As an experienced customer
service advisor I take an enthusiastic approach, combined with a friendly, genuine dedication to
customer satisfaction.
KEY SKILLS AND COMPETENCIES
1.
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Clear Communication
Computer Competence
Understanding of Customer Psychology
CRM; ZenDesk, FreshDesk, Intercom, Shopify, LiveChat, Emails and Voice Support
Empathy and Compassion
Problem Solving
WORKING EXPERIENCE
2022 March-Present: Remote Customer Support Representative
Company; NALA Money (UK International Remittance)
Duties
Offer top-notch customer service experience, create engaged customers and facilitate organic
growth/adoption of NALA
Work regular full-time shifts on our support inbox, handling incoming calls, outgoing calls, texts
& emails.
Keep accurate records and document customer service actions and discussions. Analyze
statistics and compile accurate reports.
Ensure regular review of helpdesk & support articles written by the team and write articles as
and when required.
Identify patterns in user feedback and translate those into suggestions for improving our user
experience.
Quickly identify major issues affecting a number of users and be an advocate for having them
addressed swiftly.
Participate in regular trainings & team meetings.
2020 December-2022 March: Remote Customer Support Representative
Company; Sendwave (US International Remittance)
Duties
● Identify patterns in user feedback and translate those into suggestions for improving our user
experience.
● Handle support services from initiation to closure.
● Quickly identify major issues affecting a number of users and be an advocate for having them
addressed swiftly.
● Flagging notorious support cases and escalating them appropriately.
● Champion effective closure of support issues.
● Participate in in-house training sessions and team meetings.
● Handle any extra tasks assigned by management.
2020 (June-Present): Online Customer Support Agent
Company: Influx Inc
Duties
● Successfully resolve assigned tickets in a timely manner.
● Update customer price lists when price changes occur.
● Liaise with the shipping/operations and dispatch staff to ensure that customer requirements are
met.
● Process replacements of items and processing refunds
● Ensure that internal staffs have all the relevant information so that invoicing can be done.
● Manage incoming calls and ensure that all customer demands are met
● Direct customer queries to the relevant party
● Check the inventory on hand on a daily basis based on customer forecast
● Recommend potential products and services to customers
● Maintain a positive, empathetic and professional attitude toward customers at all times
ACADEMIC QUALIFICATIONS
●-: Laikipia University,
BSc. Computer Science
●-: Mahiga Girls High School
KCSE ; Grade, B+
PROFESSIONAL QUALIFICATION
● Certificate in networking (CCNA 1, 2 and 3)
● IBM Badges in: Cloud Intro, Cloud Integration Sales Foundations, and Cyber-Security.
EXTRACURRICULAR ACTIVITIES
Freelancing; Article Writing, Online sales marketing and reading novels
REFEREES
Available upon Request
