Purity Wairima

Purity Wangeci Wairima Professional Summary Customer Support Specialist with 8+ years’ experience resolving technical and service-related issues across phone, email, and chat. Skilled in troubleshooting, CRM/case documentation, and collaborating with cross-functional teams to deliver high-quality customer experiences. Strong communicator, problem-solver, and adaptable to new technologies with proven success in remote environments. Core Skills         Customer Support (Phone, Email, Chat) Technical Troubleshooting & Escalation CRM Systems & Case Documentation Conflict Resolution & Empathetic Communication Remote Work & Time Management Process Improvement & Knowledge Base Contribution Cross-Functional Team Collaboration English & Swahili Fluency Experience Customer Support Lead / Head of Operations Glorious Beauty Spa — Aug 2017–Present  Resolved daily customer inquiries via phone, chat, and email, maintaining high satisfaction.  Trained and coached team members to ensure consistent service quality.  Managed client records and ensured accurate documentation. Administrative & Technical Support Specialist Unwired Communications Ltd, Kenya — Jun 2008–Jan 2016  Provided remote support for network/device issues, documenting cases in CRM.  Assisted with reports, invoices, and quotations to support operations.  Ensured accurate records while troubleshooting and escalating technical cases. Technician / Customer Support Assistant Atrium Technologies — Mar 2004–Aug 2007  Supported customers with technical queries and product troubleshooting.  Installed/maintained networking equipment to reduce downtime.  Maintained inventory and service records to streamline daily operations. Education & Certifications     B.A. Business Administration – University of Nairobi, 2005 Virtual Assistant Certificate – ALX, 2025 AI for Beginners – HP LIFE Online, 2025 Certificate in Computer Applications – Ednium College, 2007 Technical Skills & Remote Readiness     MS Office, Google Workspace, CRM systems Fully equipped home office with high-speed internet Quick learner, adaptable to new software Flexible for evenings/weekends