Rahab Wanjiku

About

Experienced professional with 7 years in customer service and virtual assistance, adept at seamlessly blending personalized customer care with meticulous administrative support. Skilled in exceeding expectations, building lasting relationships, and optimizing operations. Transitioning seamlessly from Customer Service Representative to Virtual Assistant, leveraging adaptability and tech-savviness to enhance efficiency in a virtual landscape. Unique ability to bridge customer care and virtual assistance, driven by a commitment to excellence and innovation. Ready to collaborate, deliver results, and elevate your ventures to new heights

Experience

• Customer Service Representative · ChupaChap Ltd08-01-2021 – 07-01-2023

  1. Surpassed KPIs by managing an average of 100 incoming calls and chats daily, driving a notable 20% enhancement in customer satisfaction scores. 2. Employed advanced problem-solving expertise to efficiently address customer complaints, crafting solutions that aligned with both customer expectations and business objectives. This led to a commendable 15% reduction in complaint escalation incidents. 3. Collaborated seamlessly with cross-functional teams to optimize order fulfillment procedures, resulting in streamlined processes and improved operational efficiency. 4. Spearheaded revenue growth, consistently generating over $80k in monthly revenue. Recognized opportunities for upselling and cross-selling during customer interactions, yielding a remarkable 20% increase in average order value.

• Customer Service Representative · CakeCity LTD06-01-2018 – 02-01-2021

  1. Meticulously updated customer profiles and tracked order history within the CRM system, ensuring impeccable record-keeping and facilitating tailored, personalized service. 2. Achieved top-tier sales performance across consecutive years, leveraging an in-depth understanding of over 50 products to provide customers with insightful recommendations that aligned precisely with their needs and preferences. 3. Orchestrated seamless collaboration across departments, playing a pivotal role in maintaining superior product quality that resulted in an impressive 95% customer retention rate. 4. Tracked and managed orders meticulously, orchestrating harmonious interactions with delivery partners to ensure punctual deliveries. Swiftly tackled any unforeseen shipping issues to ensure customer satisfaction. 5. Skillfully managed and defused customer complaints with professionalism and timeliness, swiftly transforming challenges into opportunities for resolution and customer satisfaction.

• Virtual Assistant · Freelance04-01-2016 – 07-01-2020

  1. Handled data entry, maintained accurate records, and performed regular database updates. 2. Provided customer service support, addressing client inquiries and ensuring a positive experience. 3. Supported various clients with administrative tasks, including email management, appointment scheduling, and data entry. 4. Acted as the primary point of contact for customer inquiries, resolving issues promptly and professionally. 5. Manage and maintain complex calendars, scheduling appointments, and coordinating meetings across different time zones. 6. Perform research tasks, gather relevant information, and create detailed reports for decision-making. 7. Assist in creating and editing documents, presentations, and spreadsheets to support business needs.

Education

• Moi UniversityBachelors of Art, Community Development

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