Teresa Mwaura

TERESA MWAURA- Nairobi linkedin PROFILE Customer-focused professional with 7+ years in customer service, administration, and technical support. Skilled in client relations, issue resolution, and process improvement. Recognized for excellent communication, adaptability, and a positive personality that drives customer satisfaction and team success. CUSTOMER REPRESENTATIVE Work Experience Education St Paul’s University 2013 – 2016 Bachelor’s Degree in Business Administration, majored in Human Resource Management Kenya School of Professional studies - Diploma in Information Communication Technology KCA University - Human resource manager Villa Scapers Limited 2025-Oct Resolved 95% of employee grievances within 72 hours, fostering a positive workplace culture. Implemented a new performance appraisal system covering 200+ employees, increasing evaluation completion rates to 100%. Streamlined the onboarding process, cutting orientation time from 5 days to 3 while improving employee engagement scores by 15%. Administrative Assistant - Certificate in Information Communication Technology Centre for International Training and Executive Development Skills Oversaw reception operations and managed bookings for professional staff. Supervised clerical staff and streamlined petty cash management, cutting errors by 15%. Organized travel logistics, improving staff efficiency and reducing delays. Customer Service & Client Support Call Handling & Dispatching Conflict Resolution & Problem-Solving Administrative & Clerical Support Scheduling & Coordination Data Entry & Documentation Technical Support (Hardware & Software) Invoicing, Billing & Payments Follow-up Team Leadership & Training Excellent English Communication (C2) Technical skills Customer Service Tools: CRM systems, Call Handling, Ticketing Systems Office & Productivity Software: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), Google Workspace Technical Support: Computer assembly, upgrades, hardware/software maintenance, troubleshooting Administrative Systems: Data entry, electronic filing, scheduling software Financial Tools: Invoicing, petty cash management, budgeting support Communication Tools: Zoom, Microsoft Teams, Slack, VoIP systems Other: Fast typing (WPM), Email Management, Document Drafting Volunteer Customer Service Brandtrack Limited Handled customer calls, quotations, invoicing, and delivery follow-ups. Increased timely payment collections by 20% through consistent followup. Drafted professional letters and handled sales of stationery and computer accessories. Receptionist / Customer Service Managed filing, letter drafting, and cheque collections. Enhanced front-desk communication flow, reducing waiting times by 10%. Greeted and assisted clients, creating a welcoming environment that improved customer satisfaction. Computer Technician Mitsumi Computer Garage Ltd References Led weeklyvirtual sessionsto train young adults on digital tools (e.g.,email, chat etiquette, CRM basics),Improving digitalliteracy and boosting participants'confidence in professionalcommunication and online support roles. Villa Scapers Top Performer in Client Satisfaction Project Knowledge Base Development Created and maintained comprehensive knowledge base articles to provide customers with accurate and timely support solutions. Languages English C2 Swahili A1 - Assembled, upgraded, and maintained computer systems and hardware. Reduced downtime by 25% through proactive maintenance. Handled accurate data entry and technical support for internal staff. Jane Njeri Gitau Centre for International Training and Executive Development - Simplex Insurance Agencies Digital Skills Facilitator Awards - Email : - Mary W. Nderi Centre for International Training & Executive Development Ltd Email : - Faith Amisi Brandtrack Limited Email : -