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EXECUTIVE PROFILE
JOAN WANJA NJAGI WAWERU
Address: Nairobi, Kenya
Phone: -
Email:-LinkedIn:
https://www.linkedin.com/in/joan-n
jagi-/
EDUCATION
Africa Nazarene University
Bachelor's Degree in Mass
Communication
Africa Nazarene University
Diploma in Mass
Communication/Public Relations
SKILLS
● Customer Support
● Data Analysis
● Complaint Resolution
● Quality Assurance
● CRM Systems
● Client Relations
● Customer Advocacy
● Ticketing Systems
● Database Management
● Social Media
● Feedback Management
● Process Improvement
● Product Testing
● Customer Onboarding
● Customer Retention
● Cross-Selling
● Upselling
● Administrative Support
● Relationship Management
● Quality Control
● First Contact Resolution
● Communication
Management
● Report Analysis
● Customer Journeys
● Market Research
● Content Optimization
LANGUAGES
● English - Fluent
● Swahili - Fluent
Customer Support Specialist with over 6 years of experience in optimizing
customer service processes, enhancing client satisfaction, and driving quality
improvements. Proven track record in streamlining processes, resolving
complex customer issues, and improving product quality. Successfully
managed customer journeys and feedback systems to reduce complaints and
enhance overall service experience. Led initiatives to optimize CRM
efficiency using tools such as Freshdesk and Zendesk, driving improvements
in customer loyalty and retention. Strengthened data accuracy, streamlined
ticketing systems, and enhanced communication channels to elevate client
service standards. Looking to apply this expertise in a remote Customer
Support Specialist or Customer Experience role to support business growth
and customer engagement.
Customer Support Executive
Master Source Limited | May 2021 - Present
Key Responsibilities:
● Implemented rigorous product testing protocols to enhance product
quality, resulting in a 31% reduction in customer complaints and a
20% increase in product reliability.
● Developed and optimized after-sales support strategies, significantly
improving the customer experience and boosting client satisfaction
scores.
● Streamlined customer experience tracking across multiple channels
and devices, reducing response times and improving resolution
efficiency.
● Handled customer inquiries and resolved issues through virtual
channels, including phone, email, and live chat, resulting in a 23%
improvement in overall resolution efficiency.
● Analyzed customer feedback data, providing actionable insights that
led to product enhancements and improved service offerings.
● Identified and addressed gaps in customer journeys, leading to
smoother processes and enhanced customer satisfaction.
● Designed and executed a client appreciation program that
strengthened customer relationships, leading to a 17% increase in
repeat business and long-term loyalty.
Customer Experience Executive
Username Investments Limited | April 2019 - August 2020
Key Responsibilities:
● Enhanced the client journey by proactively addressing service gaps,
resulting in improved overall customer satisfaction.
● Created and integrated online feedback tools, increasing customer
engagement by 25% and providing actionable insights for service
improvements.
● Managed remote customer support through Zendesk, addressing client
concerns via email, social media, and chat to ensure timely responses.
● Collaborated with cross-functional teams to gather and analyse
customer data, which informed strategic decision-making for
marketing and sales efforts.
● Developed a comprehensive database that streamlined customer
communication, reducing response times by 33% and ensuring
efficient information flow.
● Conducted open-day surveys and compiled reports, which were
instrumental in driving monthly strategic discussions.
● Assisted the digital media team to enhance social media engagement
and streamline customer interaction processes.
Customer Support Representative
Betin Kenya Limited | September 2016 - March 2019
Key Responsibilities:
● Successfully handled an average of 80 customer inquiries daily, providing timely resolutions and ensuring a
seamless customer experience.
● Trained and on boarded over 20 new customer service agents, improving team efficiency and service delivery.
● Delivered remote support using Freshdesk to resolve customer issues across digital platforms, including social
media and email, leading to a 23% improvement in response time.
● Played a key role in reducing the volume of customer complaints by implementing effective escalation
procedures.
● Developed a comprehensive documentation system to streamline onboarding processes for new agents, reducing
training time.
● Spearheaded initiatives to upsell and cross-sell products during customer interactions, increasing overall sales
revenue.
● Contributed to the formation of the employee welfare association, fostering a positive work environment.
Personal Assistant
Waxcom Enterprises Limited | March 2015 - August 2016
Key Responsibilities:
● Managed office setup and established administrative procedures, optimizing operational efficiency.
● Effectively handled the director’s diary and correspondence, ensuring smooth coordination of daily activities.
● Performed virtual administrative tasks, including email management and document processing, to support remote
business operations.
● Implemented and managed human resource functions, reducing recruitment and onboarding time by 20% and
enhancing overall process efficiency.
● Demonstrated strong organizational and communication skills, consistently exceeding performance expectations.
● Oversaw petty cash management, maintaining accurate records and budget control.
● Assisted in drafting internal communication materials, supporting the company’s public relations efforts.
CERTIFICATIONS
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Certificate of Completion | Digital Future Program – Women Work
Certificate of Completion | Women Empowerment Program – UNITAR, Sunlight & ABSA Bank
TOOLS
Freshdesk, Zendesk, CRM Systems, Google Suite, Social Media Platforms, Data Entry Systems, Email Management
Tools, Customer Feedback Tools, Survey Tools, Ticketing Systems, HubSpot, Salesforce, Microsoft Teams, Slack, Trello.
REFERENCES
Maureen Gitonga
Sales Manager
King Bliss Developers Limited
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Caroline Mutui
Human Resource Manager
Betin Kenya Limited
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Mike Gakahu
Managing Director
Master Source Limited
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