WINNIE MWANGI
- |-Nairobi, Kenya.
PROFESSIONAL SUMMARY
Enthusiastic customer care executive committed to consistent growth while providing
consumers superb care and resolution. Excellent verbal and written communication
skills through multiple interfacing activities with varying clientele. Consistently exceed
expectations by exploring customer requests and various ways to add value to
customer care experience.
PROFILES
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www.linkedin.com/in/winniemwangiw
SKILLS
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Excellent office administrator and
customer care agent
Proficient in making bookings and
reservations, and managing guests
Adept at making appointments and
managing multiple calendars
Bookkeeping and accounting skills
Customer support and problemsolving
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Problem Resolution
Superb communication skills with the
ability to build relationships with both
internal and external stakeholders
Organized, decisive, attentive to
detail, enthusiastic and hardworking
Team player with excellent written
and oral communication skills, fluent
in both English and Swahili
Certified level B1 in French
WORK HISTORY
Customer Care Executive | Mawingu Networks - Nanyuki, Laikipia, Kenya
12/2020 - Current
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First line interaction with customers and ensure customer queries / requests/
concerns are attended to, documented and reported
Follow-up with relevant department should in case there is any delay, escalation
or more information requested by the customer
Motivate colleagues to ensure customer satisfaction
Adopt and adhere to set business standards for the various customer satisfaction
processes
Ensure operational reports are prepared and submitted in time
Share feedback from customers with management and relevant departments to
improve service delivery
Maintain cordial relations in the interest of the business and to help with upselling
and creating product awareness.
Customer Success Specialist | Achieve Test Prep - Remote, USA
10/2022 - 07/2023
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Promptly respond to customer inquiries via phone, SMS, and email
Onboard new customers and work collaboratively across teams to ensure a
successful journey
Regular customer communication to discuss program needs, eLearning plans,
transcripts concern etc
Building rapport with customers through quality conversations, understanding
customer goals, and helping them achieve them
Carrying out periodic reviews with customers and providing guidance for
successful product use
Resolving customer requests through all communication channels within 24 hours
Providing our customers with exceptional support to ensure program completion
Providing timely feedback to the company/customers regarding service failures or
customer concerns.
Community Manager | Nabta Health - Remote, UAE
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Set and implement local, in-country social media and communication campaigns
to align with marketing strategies
Provide engaging text, image and video content for social media accounts, and to
share with other online groups and communities
Organize local focus groups to gather data and test / provide feedback on the
Nabta platform
Design community engagement strategies, incl
Surveys, polls, focus groups, marketing events, etc, and submit suggestions to
adapt product offerings for local markets
Run local campaigns to boost app downloads and platform engagement
Monitor and report on feedback and online reviews
Organise and participate in events to build community and boost brand
awareness
Coordinate with Marketing, PR and Communications teams to ensure brand
consistency
Build relationships with customers, potential customers, industry professionals
and journalists
Stay up-to-date with digital technology trend.
Content Creator | Nabta Health - Remote, UAE
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08/2021 - 09/2022
02/2020 - 07/2021
Writing, reviewing, editing, and updating content for Nabta website and app,
marketing materials, and social media
Conducting research and interviews to learn more about current trends,
developments, and perceptions about the subject matter, and my contextualizing
your findings
Using social media to engage consumers, respond to questions or complaints, and
to promote Nabta initiatives, events and surveys
Collaborating with internal departments to establish campaign objectives,
complete tasks, and identify and solve problems
Suggesting new ways to promote company offerings and to reach consumers.
Operations Manager | Zippie Delivery - Nanyuki, Laikipia, Kenya
05/2020 - 11/2020
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Responsible for administrative, reconciliation and customer service
Planning and running day-to-day activities, and finding innovative ways to
smoothly run business processes and operations
Managing company records, finances, reports, policies and procedures
Coordinating and assisting with sales team about client queries and supplier
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related relations
Proactively work with different departments to performance and efficiency.
Receptionist | Kongoni Camp - Nanyuki, Laikipia, Kenya
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12/2019 - 04/2020
Responsible for offering administrative support across the organization
Responsible for guests' relations, reservations and records
Verify guest and maintain guests' details including mode of payment and other
preferences using the set procedures
First point of contact via telephone for orders, reservations and other enquiries
Perform simple accounting tasks
Ensure safe use of all facilities e.g., pool, play areas, parking spaces
Directs guests to relevant services or delegates to a competent staff
Daily reservation and future reservations accurately and update the system in
real time
Innovatively marketing rooms, restaurant and hotel facilities and other services
at the camp
Office Administrative Assistant | Okatch And Partners Advocates - Nairobi, Nairobi
Province, Kenya
01/2014 - 05/2017
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Provided overall office administration duties and responsible for day-to-day
smooth running of office processes
General customer care services
Answering of phone calls, routing calls to specific people and operating the
switchboard
Accounts and bookkeeping
Office supervision including making sure cleanliness and proper hygiene is
maintained
Personal assistant to the CEO
Increasing efficiency; assisting the CEO and the Partners to prepare some of the
basic Legal documents to ease their workload.
EDUCATION
Mount Kenya University - Nairobi, Nairobi Province, Kenya
Bachelor of Arts: Business Administration And Management
12/2016
Zetech College - Nairobi, Nairobi Province, Kenya
Certificate in French Language & Computer Studies
01/2014
LANGUAGES
Swahili: Native language
English:
Proficient
C2
French:
B1
Intermediate
REFERENCES
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ELIZABETH WAWERU,Human Resource Manager, Mawingu Networks, Cedar Mall,
Nanyuki, -
ISSA KHALID, Managing Partner, Okatch and Partners Advocates, P.O Box 38480
- 00100, Nairobi, -
EDWIN ANDERSON, Director, Kongoni Camp, Nanyuki, -
