Winnie Wanjiku

Winnie Wanjiku Customer Support Agent - ◇ - ◇ Nairobi County, Kenya ◇ LinkedIn SUMMARY I am a proactive, friendly, dependable customer service specialist committed to delivering exceptional service. With excellent communication skills, patience, and problem-solving abilities, I strive to exceed customer expectations and build lasting relationships. I am empathetic, adaptable, and attentive, always focused on understanding customer needs and providing timely, effective solutions. My professionalism, reliability, and dedication to creating positive customer experiences allow me to drive business retention and contribute to overall success. I am eager to bring these qualities to a customer service representative role, where I can add immediate value and success to a team. EXPERIENCE Customer Service Representative Sep '23 — Present Shield Your Body Remote Managed a high volume of customer inquiries daily via chat and email, consistently providing timely and professional support while maintaining positive customer relationships. Proficiently utilized Shopify and Gorgias for order management and inquiry tracking, ensuring efficient and effective communication. Provided expert product guidance, troubleshooting, and issue resolution for product, service, and billing inquiries, consistently exceeding customer expectations. Collaborated seamlessly with internal teams (production, specialized support) leveraging Slack and Google Sheets to maintain operational efficiency and ensure timely issue resolution. Identified and capitalized on upselling and cross-selling opportunities, contributing directly to revenue growth and enhanced customer satisfaction. Consistently exceeded key performance indicators (KPIs) by proactively conducting follow-up communications to confirm issue resolution, gather feedback, and drive continuous service improvement. Freelance Data Annotator Jan '21 — Aug '23 Remotasks.com Remote Acquired skills in video annotation using the boxing tool, including adding attributes to annotated objects, as well as image annotation through video boxing methods, image segmentation, and key point allocation. Conducted manual annotation tasks on large datasets, utilizing natural language processing techniques and performing quality control checks before releasing datasets into production environments. Established standardized procedures for labeling, validating, and verifying data annotations to ensure accuracy. Collaborated closely with project managers to develop timelines ensuring the completion of data annotation tasks within specified deadlines. Trained machine learning models using labeled training datasets to enhance the performance of automated annotation systems. Provided guidance and technical support to junior Data Annotators as needed. Speech Moderator Mar '20 — Dec '21 Clickworker.com Remote Monitored user-generated content to identify and mitigate hate speech and bullying. Enforced community guidelines by assessing and moderating content according to platform policies. Made decisions on content removal or escalation, ensuring compliance with relevant regulations. Collaborated with legal and policy teams to refine guidelines and improve content management strategies. Marketing Agent Jan '19 — Feb '20 Experiential marketing agency Nairobi, Kenya Strategized and coordinated ground activation across various locations, ensuring compliance with local regulations. Supervised the performance of brand ambassadors during the activation process. Managed the distribution, issuance, and reconciliation of merchandise throughout the activation period. Compiled reports capturing feedback from both the target audience and brand ambassadors regarding the activation experience. Prepared payroll for brand ambassadors participating in the activation. Director Sales And Marketing Jan '15 — Dec '18 Mosound Events Agency Nairobi, Kenya Engaged with customers directly to promote and encourage the adoption of the new product during the pilot and testing phases. Prepared reports on the overall performance of the products and captured customer reactions. Attended regular training sessions to stay informed about company policies and procedures. I assisted in creating promotional materials such as brochures, flyers, and advertisements. Responded promptly to customer inquiries about products or services, and gathered feedback on product performance and service quality. Coordinated with the marketing team to ensure brand consistency across all campaigns. Maintained client relationships through email campaigns, phone calls, and meetings. Marketing Intern Jan '14 — Jul '14 Kenya Industrial Product (KIP Melamine). Nairobi, Kenya Represented the company brand by adhering to professional standards. Visited customers and assisted in the stock count, reordered inventory, created visual displays, and provided feedback to the supervisors. Participated in various marketing methods including direct mail, print ads, networking, internet and social media, and developed new methods of marketing. Built and maintained professional customer relationships with both current and potential customers. SKILLS Customer Interaction: I pride myself on clear, empathetic communication, making sure customers feel truly heard and valued. By using CRM tools effectively, I manage relationships with care, always focused on understanding their needs without interrupting. I work hard to offer personalized solutions and resolve issues with patience and understanding, ensuring customers leave satisfied. My goal is to build trust and loyalty through every interaction, always aiming for a positive, supportive experience that makes a lasting impact. Technical Proficiency: I am skilled at organizing and maintaining accurate customer data, ensuring that records are uptodate and easily accessible. This attention to detail supports seamless service delivery, personalized customer interactions, and efficient issue resolution. Multitasking and Time Management: I am skillful at handling multiple customer requests simultaneously, efficiently prioritizing tasks to meet deadlines without compromising the quality of service. This ability ensures smooth operations and consistently high customer satisfaction. Problem-Solving and Adaptability: I have a proven ability to quickly identify and resolve customer issues, adapting to new challenges and technologies with ease. This flexibility allows me to provide efficient solutions while maintaining a high standard of service in dynamic environments. Tools proficiency: I am conversant with various CRM tools such as Zendesk, Gorgias, and Shopify, using them to efficiently manage customer interactions, track inquiries, and resolve issues. My proficiency with these platforms helps streamline workflows and improve customer service outcomes. ICT Competence: I am proficient in Microsoft Office tools, including data entry, creating presentations, and navigating the internet, which enables me to efficiently support customer service operations and handle administrative tasks with accuracy and speed. LANGUANGES English (Native), Swahili (Fluent), Kikuyu (Fluent) Excellent written and verbal communication skills in all three languages. EDUCATION Bachelor in Marketing, University of Nairobi Diploma in Marketing Management, Kenya Institute of Management 2015 — 2019 Nairobi, Kenya 2012 — 2014 Nairobi, Kenya CERTIFICATIONS Certificate in Customer Care, Homeboyz Foundation Apr '01