GRACE WANJIKU

Hello there,

I came across your project and would love the opportunity to offer my customer support expertise. With over 6 years of experience in e-commerce support, I’ve helped businesses enhance their customer satisfaction, streamline communication, and build long-term loyalty.

Here's what I bring to the table:
Deep E-commerce Knowledge: I’ve supported platforms such as Shopify, eBay, Amazon, and Rebels Market, assisting customers through pre-sale inquiries, order fulfillment, order processing, order tracking, returns, and dispute resolution.

Multi-channel Support: Proficient in handling customer communication via email, live chat, social media, using tools like Zendesk, Front app, ERP, CRM and Linworks.

Customer-Centric Approach: I consistently maintain a positive, empathetic, and professional tone, even in high-pressure situations.

Tech-Savvy & Detail-Oriented: Skilled at navigating support CRMs, updating knowledge bases, and coordinating with internal teams to resolve issues quickly.

Past Results:
Achieved a 95%+ customer satisfaction score for three consecutive years.

Reduced response time by 40% through better ticket triaging and automation.

Assisted in onboarding and training new support agents to scale team capacity.

I'm confident I can contribute to your customer experience goals and represent your brand with the care and professionalism it deserves.

Let’s discuss how I can help support your team and your customers!

Best regards,
Grace Ngugi 
Customer Support Specialist

I have over 6 years experience in e-commerce platforms. My roles included optimizing listings for products, pricing of items, customer support roles among other responsibilities 

I have a customer support certificate from Allison in 2024

A bachelor's degree in tourism management 2015