Mercy Nyambura

MERCY NYAMBURA. PROFESSIONAL SUMMARY Detail-oriented Customer Support, Communication, and Remote Operations Specialist with over 3 years of experience delivering digital support, transcription, and task management in remote-friendly environments. Strong background in written communication, multi-channel support, digital documentation, and project coordination. Proven ability to work independently, manage deadlines, and communicate clearly across email, chat, and voice channels. Passionate about remote work efficiency and delivering high-quality user experiences. CORE REMOTE SKILLS * Remote Customer Support (Email, Chat, Voice) * Writing, Editing & Transcription * Digital Documentation & Organization * Data Entry & Online Research * SAP Operations (Billing, Orders, Insurance) * Project Coordination & Time Management * Microsoft Office | Google Workspace | Canva * Problem-Solving & Workflow Optimization PROFESSIONAL EXPERIENCE Optica Limited – Eyewear Consultant & Front Desk May 2023 – August 2025 * Managed customer communication through email, phone, and digital platforms with a focus on clarity and professionalism. * Drafted written updates for orders, billing issues, and insurance queries. * Maintained accurate digital records using SAP, enhancing workflow reliability. * Organized follow-ups and streamlined communication channels, improving turnaround time by 15% * Worked collaboratively with teams through digital coordination tools. I manage Limited – Customer Service Agent Mar 2021 – May 2023 * Provided empathetic remote customer support via chat, email, and phone. * Created clear documentation of customer interactions, enabling smoother workflow across teams. * Contributed to a 10% improvement in customer retention through effective follow-up and problemsolving. * Collaborated with internal teams remotely to meet SLAs and refine service processes. Mantle Africa Limited – Sales & Marketing Assistant Oct 2020 – Dec 2020 * Assisted in creating content for digital marketing campaigns. * Contributed to a 20% increase in leads through online engagement and customer communication. Kilele Bikes Ngong – Sales & Marketing Dec 2019 – October 2020 * Built strong customer relationships through clear communication and organized digital recordkeeping. * Supported customers with after-sales follow-up and inquiries. Light FM – Radio Presenter Dec 2019 – Oct 2020 * Scripted and edited radio content with a focus on clarity and engaging storytelling. * Conducted interviews and transcribed recordings for accurate broadcast preparation. * Increased listener engagement through well-written and well-delivered content. EDUCATION & CERTIFICATIONS Diploma in Mass Communication, St. Paul’s University (2018 – 2020) Google Digital Skills for Africa – Digital Marketing Certificate (2023) Certificate in Project Management, Alison (2025) ADDITIONAL INFORMATION Strengths Written communication, transcription accuracy, adaptability, multitasking, integrity Interests Remote work systems, community service, continuous learning.