JANET M. WAFULA
Customer Support Specialist| Resolving Inquiries & Driving 95%+ CSAT Scores
- | --https://linkedin.com/in/janet-wafula-7b869012b
PROFESSIONAL SUMMARY
Customer Service & Administrative Executive with over 6 years of experience, skilled in delivering
exceptional customer experiences, managing inquiries, and using support tools like Zendesk, Excel, and
Google Suite. Proven track record of maintaining high CSAT scores (95%) and improving internal
processes. Reliable, detail-oriented, and adaptable, with a passion for exceeding expectations in fastpaced environments.
CORE COMPETENCIES
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Customer Support (Email, Chat, Voice)
Problem-solving & Technical Support
Zendesk, Aircall, G-Suite, MS Office
Data Entry & Management
Time Management & Multitasking
Conflict Resolution
Client Relationship Building
Excellent Verbal & Written Communication
PROFESSIONAL EXPERIENCE
Customer Service & Administrative Executive
Cargolog EA Ltd | September 2023 – Present
Mombasa Kenya
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Delivered multi-channel customer support, ensuring 98% customer satisfaction.
Managed inquiries, resolved issues, and processed requests across email, phone, and chat.
Utilized Zendesk and Google Sheets for efficient ticketing, documentation, and data reporting.
Trained and mentored team members to improve service quality and productivity.
Operations Coordinator
Cargolog EA Ltd | July 2016 – December 2022
Mombasa Kenya
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Coordinated logistics and customer service operations, ensuring timely deliveries and excellent
client relations.
Optimized operational processes, reducing response times by 20%.
Managed client communications, billing, and inquiries, maintaining a high level of customer
satisfaction.
Sales Consultant & Customer Service
Faulu Microfinance Bank | Jul 2015 – Jul 2016
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Supported customers with financial products and services, achieving a 15% increase in sales.
Assisted customers in resolving product-related issues and navigating banking systems.
EDUCATION
• Diploma in Business management, Kenya Institute of Management (KIM)
CERTIFICATIONS
• Communication Essentials Certificate, Alison
• Effective Customer Service Certificate, Kenya Institute of Management (KIM)
• East African Community Freight Forwarding Practicing Certificate, Kenya School of Revenue
Administration (KESRA)
• Certificate of Business management, Kenya Institute of management (KIM)
TECH & TOOLS
Google Workspace | Microsoft Office | Zoom | Slack | Trello | Zendesk | CRM tools
AVAILABILITY
Available to start immediately
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