Victoria Maina

VICTORIA WAMBUI MAINA Phone: - Email:-PERSONAL PROFILE I am a results-driven customer care and administrative professional with over 2 years of experience in client service, complaint resolution, sales coordination, and operational support. Proven ability to handle high volumes of inquiries, resolve complex issues, and enhance customer satisfaction. Skilled in CRM systems, internal reporting, and stakeholder communication. Passionate about delivering exceptional service and supporting team efficiency in fast-paced environments. KEY SKILLS. Customer Service & Client Relations Sales & Event Logistics Support CRM & Database Management (incl. Zoho) Complaint Resolution & Conflict Management Administrative Operations & Reporting Communication & Stakeholder Coordination Time Management & Multitasking PROFESSIONAL EXPERIENCE Customer Service Representative/Team Leader - Zidi Collections (July 2022 - April 2025 Responded to B2B and retail customer inquiries via phone, email, and live chat Resolved complex technical and service complaints with a 95% success rate, improving customer retention. Led training and mentoring of junior team members, enhancing team efficiency and service quality. Utilized CRM tools to track customer feedback, streamline workflows, and generate performance reports. Collaborated with the sales and logistics teams to coordinate orders, deliveries, and after-sales support. Key Achievements: Resolved complex customer complaints with a 95% success rate using strong problem-solving skills, resulting in customer retention and loyalty. Trained and mentored three new team members, ensuring they quickly adapted and upheld the company’s standards. Recognized as a top performer in the team for three consecutive months. Administrative Support - Chemcare LTD (May 2021 - June 2022) Provided logistical and administrative support for team meetings, workshops, and conferences. Assisted in filing, maintaining databases, and ensuring all program documentation was up-to-date. Handled procurement requests and coordinated with the finance team for the timely release of funds. Prepared reports and presentations for internal and client-facing meetings. Key Achievements: Created and implemented a new filing system that improved document retrieval times by 30%. Maintained the confidentiality and security of sensitive information, ensuring compliance with company policies. Improved internal communication by drafting and distributing company-wide reports, enhancing team collaboration. Intern - Ministry of Cooperative Development, Murang’a County Government (Sept 2020 - Dec 2020) Assisted in document preparation, scheduling meetings, and coordinating communication between stakeholders and county offices. Attended annual general meetings of cooperative societies, providing administrative support. Facilitated the registration of new cooperative societies within the county. Key Achievements: Participated in problem-solving discussions on challenges affecting cooperative societies’ growth. Successfully facilitated the registration of five cooperative societies. Assisted in the preparation of fieldwork activities, including reports and presentation materials. EDUCATION Degree in Co-operative Management – Co-operative University of Kenya -) Kenya Certificate of Secondary Education - Hekima Girls’ High School -) REFEREES Eunice Njeri - Former Operations Manager, Chemcare LTD | Current Communication Officer, Office of the Deputy President (-,- Faith Wambui - Manager, Zidi Collections (-,- Josephine Mwangi - Co-operative County Commissioner (-, josephine@murang’a.go.ke)