Winnie Majimbo

WINNIE MAJIMBO Email:-| Phone: - | Location: Kenya PROFILE Results-driven Customer Service Specialist with over four years of experience delivering exceptional support, resolving complex issues, and driving customer satisfaction. Skilled in prioritizing tasks and fostering strong client relationships to boost loyalty and engagement. Proficient in customer service platforms (Zendesk, Gorgias) and e-commerce tools (Shopify), streamlining operations to support productivity and strategic goals. Adept in communication, problem-solving, and conflict resolution, consistently exceeding customer expectations and contributing to long-term success. PROFESSIONAL EXPERIENCE Customer Service Specialist Restive Ventures (Athena) – Sacramento, California (Remote) 2023 – 2024           Responded to client inquiries via phone, email, chat, and other communication channels with professionalism and efficiency. Assisted customers with account-related questions, order modifications, and product information. Resolved client concerns and issues promptly, ensuring a high level of satisfaction. Provided empathetic, knowledgeable support for product-related questions, guiding customers toward solutions. Maintained detailed and accurate records of client interactions and transactions. Managed and updated customer orders in Shopify with precision and timeliness. Proactively followed up with clients to ensure their needs were met and expectations exceeded. Assisted with client onboarding, documentation, and account management. Analyzed client feedback to enhance the firm’s service offerings and client experience. Supported the development of client communication strategies, including newsletters and updates. Customer Support Specialist Davis & Shirtliffe (International) – Remote 2019 – 2022           Efficiently handled a high volume of customer inquiries across phone, email, and live chat platforms, ensuring quick resolution of issues. Assisted with client onboarding, documentation, and account management. Delivered tailored solutions to address unique customer needs, strengthening client loyalty. Collaborated with internal teams (e.g., legal, operations) to address and resolve clientrelated matters. Provided updates on performance and key milestones to clients, ensuring transparency. Escalated complex or unresolved matters to senior team members or management when necessary. Identified opportunities to upsell or cross-sell the firm’s services to existing clients. Assisted in the preparation of client reports, presentations, and investment summaries. Reviewed and updated office policies, prepared expense reports, and maintained accurate records. Gathered client feedback through surveys and direct communication to identify areas for improvement. EDUCATION Bachelor of Arts in Mass Media Communication (PR Option) Mount Kenya University – Kenya (2019) SKILLS           Customer Support Platforms: Zendesk, Gorgias E-commerce Tools: Shopify Communication and Interpersonal Skills Order Management and Customer Relations Data Analysis and Problem Solving Workflow Optimization Advanced Proficiency: Google Suite, Microsoft Office Suite, Asana, Notion, Slack Client Portfolio Monitoring and Reporting Client Communication and Relationship Management Conflict Resolution and Issue Escalation CERTIFICATES   Advanced Microsoft Office and Management Customer Relationship Management TOOLS    Zendesk, Gorgias, Shopify, Slack Google Suite, Microsoft Office Suite, Asana, Notion Jira, Loom, Canvas, HubSpot