Mary Nyokabi

MARY NYOKABI WAINAINA Nairobi, Kenya. LinkedIn: linkedin.com/in/mary-nyokabi-wainaina PROFESSIONAL SUMMARY Customer Retention Specialist / Customer Service Representative with experience in high-volume support environments, specializing in customer satisfaction, retention, and issue resolution. Proven ability to reduce customer churn through proactive follow-ups, effective complaint handling, and consultative problem-solving. Skilled in handling account concerns, resolving service issues, and identifying opportunities to retain and re-engage customers. Experienced in CRM systems, KPI performance, and delivering personalized customer experiences that drive loyalty and business growth. CORE SKILLS • Customer Retention & Churn Reduction • Customer Satisfaction (CSAT) & KPI Performance • Customer “Save” & Win-Back Strategies • Complaint Resolution & Escalation Handling • Inbound & Outbound Customer Communication • CRM Systems & Customer Data Management • Consultative & Solutions-Based Selling • Customer Relationship Building • SLA Adherence & Performance Metrics • Microsoft Office (Excel, Outlook, Word) PROFESSIONAL EXPERIENCE Virtual Assistant – Customer Support Freelancer.com | Remote May 2025 – Dec 2025 • Managed 50+ daily customer interactions via email and live chat while maintaining 95%+ response accuracy and high customer satisfaction scores • Proactively followed up with customers to ensure issue resolution and improve overall satisfaction and retention • Handled customer complaints and service concerns, identifying root causes and providing timely, effective solutions • Applied a solutions-based approach to retain customers by addressing concerns and offering appropriate alternatives • Escalated complex service issues and maintained communication with customers until full resolution was achieved • Maintained accurate customer records in CRM systems to support service continuity and reporting • Consistently met SLA and KPI targets in a high-volume support environment • Assisted in reducing customer dissatisfaction by ensuring timely follow-ups and personalized support Retail Business Owner Online Sales – Facebook Marketplace Feb 2016 – Jul 2018 • Built and maintained strong customer relationships, resulting in repeat business and increased customer loyalty • Handled customer inquiries, objections, and complaints using a consultative approach to close sales and retain customers • Re-engaged past customers through follow-ups and promotional offers, increasing repeat purchases • Managed end-to-end customer lifecycle from inquiry to post-sale support • Maintained accurate records of customer interactions and transactions Key Achievement: Increased customer satisfaction by 15% through responsive communication and effective issue resolution. Administrative Assistant -Nicola Farms Ltd | Nairobi, Kenya Jun 2005 – Dec 2011 • Managed high-volume inbound and outbound customer communications across phone, email, and chat • Resolved customer inquiries and service issues while maintaining professionalism and customer satisfaction • Escalated service-related issues and followed up to ensure resolution and customer satisfaction • Maintained accurate customer and operational records to support business processes Key Achievement: Improved documentation accuracy and reduced delays in information processing. Customer Retention Highlights • Proactive customer follow-ups to improve satisfaction and reduce churn • Strong ability to handle customer objections and prevent service cancellations • Experience re-engaging customers and encouraging repeat business • Consistent achievement of customer satisfaction and service quality targets EDUCATION Certified Healthcare Assistant Avenue Homecare and Pharmaceuticals Institute | Nairobi Completed: December 2023-June 2024 ADDITIONAL COMPETENCIES • KPI & CSAT Performance • Call Handling & Queue Management • Customer Empathy & Conflict Resolution • Ownership & Escalation Management Call Centre & Customer Support Tools • Call handling & queue management • First-call resolution (FCR) • SLA & KPI adherence • Ticketing systems • Escalation procedures