Wendy Mwende

Wendy Mwende-| -| Nairobi, Kenya | www.linkedin.com/in/wendymwende SUMMARY I am a detail-oriented customer service professional excelling in managing high volumes of inbound and outbound communications across phone, email, and chat platforms. My skill set includes delivering a positive customer journey while consistently meeting and exceeding strict call-handling KPIs. By self-educating and proactively updating my knowledge of client processes, policies, and guidelines, I ensure accurate and efficient service. As a strong communicator, I excel at identifying customer needs, building trust, and nurturing lasting relationships through interactive open communication. I thrive in fast-paced, dynamic environments, where I am committed to achieving KPIs while taking ownership of customer complaints. My ability to work independently allows me to deliver exceptional customer experiences with minimal supervision. SKILLS Customer Service Excellence Inbound/Outbound Communication CRM and ERP Software (Odoo, HubSpot, Zendesk) Problem-Solving & Conflict Resolution KPI Achievement & Reporting Multitasking & Time Management Empathetic Communication Process Improvement & Self-Education Team Collaboration & Culture Contribution Strong problem-solving and negotiation skills Excellent written and verbal English communication skills WORK EXPERIENCE Food Industry Careers UK-Remote Sales Administrator. Jan 2024, - September, 2024 Managed a high volume of client inquiries via phone, email, and chat, ensuring high satisfaction and adherence to call-handling KPIs. Delivered comprehensive client onboarding and training, enhancing the customer journey and maintaining positive relationships. Collaborated with cross-functional teams to resolve customer issues effectively, contributing to a high-performance workplace culture. Contributed to a high-performance and friendly workplace culture. GenChat AI UK-Remote Customer Growth SpecialistAugust, 2023 – April, 2024 Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication. Identified and assessed customers’ needs to achieve satisfaction. Delivered on promises and obligations to drive an exceptional customer experience. Monitored performance metrics to achieve client and company KPIs, including CSAT and QA quotas. Liaised with other departments to resolve customer issues. Poa Internet Nairobi, Kenya Customer Support Representative October 2022 – July 2023 Managed a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues. Communicated effectively and with a positive tone with peers and clients Utilized CRM software to track interactions and drive process improvements based on data-driven insights. Consistently met and exceeded KPIs related to customer satisfaction and service quality. Trueblaq Nairobi, Kenya Brand AmbassadorSep 2018 - Nov 2022 Served as a brand representative, fostering positive customer relations and providing constructive feedback to refine product offerings and marketing approaches. Fostered positive customer relations, providing feedback to enhance product offerings and marketing strategies. Engaged with customers in a friendly and empathetic manner, enhancing brand loyalty and customer retention. Proactively maintained knowledge, checking, self-educating, and implemented client updates, processes, guidelines, and policies EDUCATION Egerton UniversityKenya Bachelor of Business AdministrationJul 2022