Victoria Maina

VICTORIA WAMBUI MAINA Phone: - Email:- PERSONAL PROFILE I am a results-driven customer care specialist with over two years of experience in customer support, complaint resolution and administrative operations. I excel in handling client interactions, ensuring customer satisfaction and improving service delivery. I have strong problem solving, communication and relationship management skills. I am committed to enhancing customer experiences and fostering business growth KEY SKILLS.       Customer service and client relations. Call handling and live chat support.. Complaint resolution and conflict management. Strong verbal and communication skills. Multitasking and time management. CRM and database management. PROFESSIONAL EXPERIENCE Customer Service Representative - Zidi Collections (July 2022 - Present)  Managing a high volume of customer inquiries, ensuring quick and professional resolutions.  Resolving customer complaints with 95% success rate, improving retention and satisfaction.  Assisting in order processing, returns and refunds, ensuring seamless transactions.  Developing and maintaining a customer service tracking system to organize and manage feedback effectively.  Utilizing CRM and remote collaboration tools for task management and workflow efficiency.  Training and mentoring new team members, enhancing overall team efficiency. 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 Diploma in Co-operative Management - Railway Training Institute -) 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 - Supervisor, Zidi Collections (-,- Josephine Mwangi - Co-operative County Commissioner (-, josephine@murang’a.go.ke)