Julia Wanjiku

CURRICULUM VITAE JULIA MUTHONI WANJIKU P.O. Box- --, ACHIEVEMENTS AND ABILITIES ● ● ● ● I spearheaded the team that worked towards the migration from the E-biz system to the Orion software system due to my mastery of ERP programs while at Creative Innovations. Championed the Mwananchi Tele-sales team to achieve the set sales targets Promotions at every company I’ve worked in due to my work ethic and great performance Trained Sales and Administrative personnel during a period of company expansion to ensure attention to detail and adherence to company policy. WORK EXPERIENCE Credit Repair Cloud in California, US (an SAAS company) July 2021 to date (Remote) Customer Service Technical Support Agent ■ Offer onboarding steps in the form of a call or email to our new users ■ Troubleshooting for users having issues with our software and providing solutions ■ Helping troubleshoot for non-functioning Websites, identifying the underlying issues, and providing solutions ■ Assist with transferring domains; purchase and configuration. ■ Identify major issues affecting a number of users and be an advocate for having them addressed swiftly. ■ Resolving our user’s issues and disputes ■ Identify patterns in user feedback and translate those into suggestions for improving our user experience. ■ Support the team and colleagues by answering their queries in a timely manner in Slack Sendwave International, Newyork, USA, August 2020 to 2022 (Remote) July 2022 – Senior Customer Care and Payment Operation Representative Before this August 2020 to June 2021 Position – Customer Support Representative ● ● ● ● ● ● ● ● ● ● Triaging our system routes to detect any delay or problem that may arise. Report to the engineering team in case of an issue and have it addressed before it becomes a big problem. Verifying the authenticity of new users using their identification documents Ensuring that quality is top-notch in our reps' work and mine. Identify major issues affecting a number of users and be an advocate for having them addressed swiftly. Lead any new pilot project as I grasp new processes and business models quite fast Provide constructive feedback to both the support team and the management team as my job involves interaction with support leads and our partners. Addressing account funding and liaising with our partners (banks) to ensure that our accounts are well funded Helping resolve our user’s issues and disputes by formulating solutions per our company's core values. Identify patterns in user feedback and translate those into suggestions for improving our user experience. Support the team by answering their queries in a timely manner on Slack and on call Mwananchi Credit & Africa Live from February 2020 to August 2020 (Hybrid) Position – Customer Care Support Manager ■ Ensuring that customers are treated warmly and are held in high esteem ■ Creating good relationships with team members and motivating them to put in their best work in order to achieve maximum results ■ Evaluating sales records periodically to make balances and ensure that sales figures tally with the records in the system ■ Coaching team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills ■ Providing feedback to the management on the client’s needs ■ Preparing daily, weekly and monthly reports in order to upraise every agent’s performance ■ Working hand in hand with the marketing department as I am best placed to anticipate clients’ needs from the fact that I interact with them Betin (Gam-code) Kenya from October 2017 to January 2020 (Hybrid) Position – Customer Service Team Manager (Team Leader) June 2018 to January 2020 ■ Promoted excellence by providing extraordinary customer service to our clients. This is by ensuring queries were answered in a timely, efficient, and knowledgeable manner. ■ Managed the flow of day-to-day operations, including scheduling and being a backup to the team when needed. ■ Provided statistical and performance reports and coaching on a regular basis to each team member. I did this daily, weekly, and monthly. This helped in developing a strategy to achieve the desired outcome. ■ Addressed disciplinary and performance problems according to company policies ■ Escalated customer feedback and other issues; this helped in improving our services ■ Utilized technology and analytics to measure effectiveness and gave feedback to customers and senior management on the team’s progress. ■ Established work procedures and processes that supported the company and departmental standards, procedures, and strategic directives. This aided in promoting consistency throughout the organization. ■ Assisted in the interviewing, hiring, training, development, disciplining, and terminating of the team members October 2017 to May 2018 Position – Customer Care Agent ■ Attracted potential customers by answering product and service questions; suggesting information about other products and services ■ Maintained customer records by updating account information ■ Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. ■ Recommended potential products or services to management by collecting customer information and analyzing customer needs. ■ Prepared product or service reports by collecting and analyzing customer information this contributes to team effort by accomplishing related results as needed. Creative Innovations from April 2011 to May 2016 Team Leader/Senior Sales & Administration Assistant ■ Reviewing clients' feedback and solving their complaints ■ Supervising and coordinating the activities of office staff ■ Cashiering and overseeing petty cash for urgent matters ■ Managing and overseeing different client's projects ■ Organizing departmental records and files ■ Maintaining customer database in order to preserve customer relations ■ Managing the issues related to the database ■ Retrieving data files on request when needed ■ Maintaining foolproof confidentiality of clients' information ■ Preparing performance reports for the whole department ■ Planning office social events such as company lunches and birthdays ■ Attending to Walk-in Customers and selling over the counter ■ Placing orders and LPOs, then preparing Delivery notes and Invoices ■ Chairing department meetings and taking minutes at internal and external meetings ■ Taking orders over the phone and via emails from our branches and other clients and dispatching them ■ Organizing with the Transport Manager on the various destinations to deliver the goods ■ Online marketing, marketing expos, and trade fairs. ■ Providing administrative support in varying capacities, especially to our branches ■ Ensuring that the products displayed at the showrooms are presentable EDUCATION BACKGROUND May 2023 - Mar 2024 ALX Attained the SalesForce Administrator and Associate Certification. (May 2011-May 2014) Jomo Kenyatta University of Agriculture & Technology Bachelor of Business Information Technology (BBIT) Dima College Accounting Packages Certificate in Quick Books Laztech Technologies Computer Training Attained a Certificate All Saints High School Obtained B (Plain) Attained Kenya Certificate of Secondary Education