Florence Wanjiku Wangeci

I’m a Customer Experience Quality Analyst with over 6 years of experience in customer support, quality assurance, and support operations across global remote teams. My work focuses on improving support quality by reviewing customer interactions, identifying performance gaps, and translating insights into actionable coaching and process improvements. I partner closely with support and leadership teams to ensure consistent service standards, strong CSAT performance, and scalable customer experience operations. In my current roles, I support e-commerce brands and global support teams by conducting QA evaluations, monitoring escalations, and helping teams maintain high service quality across chat, email, and voice channels. I also bring hands-on experience in e-commerce customer support, assisting customers with order management, product inquiries, delivery updates, and issue resolution for high-volume Shopify stores. Core areas of expertise include: • Customer Support Quality Assurance • Training and Coaching Evaluations • Escalation Management • CX Process Improvement • Multichannel Support Operations • E-commerce Customer Experience. I enjoy working in fast-paced environments where strong customer experience, data insights, and collaboration drive meaningful improvements.

Open to remote opportunities globally