Grace Wairimu Ngari

Grace W. Ngari Customer Service Specialist Contact Phone - Email- Address Nairobi, Kenya Education A driven Customer Service Specialist with years of experience building strong client relationships and consistently exceeding expectations. Proficient in CRM systems to ensure data accuracy and optimize communication. Proven ability to resolve inquiries promptly and professionally across various channels. I combine my passion for customer service with a data-driven approach to deliver exceptional service that fosters positive brand experiences and drives customer satisfaction. Experience- The Ship Group Services Virtual Assistant | Administrative Support Managed customer relationships by maintaining accurate data and ensuring timely followups through CRM systems. Provided exceptional customer support via phone, email, and chat, resolving inquiries, handling complaints, and exceeding satisfaction metrics. Scheduled appointments, meetings, and events, streamlining calendar management and optimizing efficiency. Offered administrative support, including answering calls and document creation/formatting. 2015 - Diploma in Business Management CCI Global, Kenya- Instacart Campaign Pioneer International University Customer Service Representative 2011 Kenya Certificate of Secondary Education Loreto Girl’s High School, Kiambu 2008 Kenya Certificate of Primary Education Sts. Peter’s & Paul Primary School Expertise Customer Service Support Administrative Support Virtual Assistance Support Utilized Zendesk CRM to capture and record customer details, facilitating efficient follow-up and data management. Answered customer inquiries regarding orders, providing comprehensive product and service information. Contributed to sales growth by effectively addressing customer needs and concerns through multi-channel interaction (calls, emails, texts and live chat). Documented customer interactions and actions taken to ensure clear communication and record-keeping. - CCI Global, Kenya- Health IQ Campaign Customer Service Representative Leveraged CRM systems to digitize customer profiles, enhancing data accessibility and efficiency. Assisted American clients with Medicare enrollment, ensuring access to appropriate benefits and scheduling appointments. Handled outbound calls, complaints, and requests, exceeding customer satisfaction expectations. Analyzed customer data to generate insights and support the development of effective marketing strategies for increased sales. CRM Softwares Communication Microsoft Office Suite Language English Swahili Additional Experience Office Administrator | Jomaki Enterprises Limited (May 2018 – Oct 2020) Receptionist | Koinonia Hotel & Restaurant (Jan 2016 – Jan 2017) Sales Person | VISA for Total Petrol Stations (Sep 2015 – Nov 2015) Reference Renson Nzioka Mercy Nyaguthii Digital Product Manager | Oxfam International, Kenya Team Manager | CCI Global, Kenya Phone: - Phone: - Email :- Email : -