Joan Muriuki

As a dedicated and experienced Customer Support Specialist, I bring a wealth of knowledge and a proven track record in delivering exceptional customer service. With a strong focus on problem-solving and effective communication, I have successfully resolved countless customer inquiries and issues while maintaining high levels of customer satisfaction.

Throughout my career, I have honed my skills in handling customer interactions across various channels, including phone, email, and live chat. I am adept at actively listening to customers, empathizing with their concerns, and providing accurate and timely solutions. My ability to remain calm and composed under pressure has allowed me to effectively handle even the most challenging customer situations, ensuring a positive experience and fostering long-term customer relationships.

I possess a keen attention to detail, which enables me to accurately document customer interactions and maintain thorough records. This attention to detail also extends to my problem-solving approach, as I am able to analyze complex issues, identify root causes, and collaborate with cross-functional teams to ensure swift resolution.

Having worked in the customer support field, I understand the importance of product knowledge. I am constantly updating my knowledge base and staying informed about industry trends to provide customers with up-to-date information and guidance. My proficiency in utilizing customer support software and CRM systems allows me to efficiently manage customer cases, track progress, and provide proactive support.

With excellent interpersonal skills, I excel in building rapport with customers and creating a positive and professional atmosphere. I believe in going above and beyond to exceed customer expectations and ensure their complete satisfaction. Through my dedication and commitment to delivering exceptional service, I have consistently met and exceeded performance targets and contributed to the overall success of the organizations I have worked with.

In summary, as a Customer Support Specialist, I bring a combination of technical expertise, problem-solving skills, and a customer-centric approach. I am passionate about delivering outstanding customer service and look forward to utilizing my skills and experience to make a positive impact in any organization I join.

During my tenure as a Customer Support Specialist at Safaricom, I gained valuable experience in handling a high volume of customer inquiries and providing exceptional support. Utilizing my strong communication skills, I efficiently addressed customer concerns and resolved technical issues through various channels such as phone, email, and live chat. I developed a comprehensive understanding of Safaricom's products and services, allowing me to provide accurate information and guidance to customers. Whenever faced with complex issues, I collaborated with technical teams to escalate and ensure prompt resolution, always aiming for the highest level of customer satisfaction. I maintained detailed records of customer interactions in the CRM system and consistently met and exceeded performance targets, demonstrating my dedication to delivering top-notch customer service. Additionally, I actively participated in ongoing training sessions and workshops to stay updated on product knowledge and enhance my customer service skills.

Similarly, as a Customer Support Specialist at Zuku, I engaged with customers through multiple channels, including phone, email, and in-person interactions. I provided timely and efficient assistance for a wide range of service-related inquiries and issues. Leveraging my expert knowledge of Zuku's internet, TV, and telephone services, I effectively troubleshooted technical problems and guided customers through step-by-step solutions. I thrived in delivering exceptional customer service by empathizing with customer concerns and ensuring positive resolutions. Whether it was addressing billing concerns, resolving service disruptions, or explaining product features, my goal was always to exceed customer expectations. I maintained a high level of professionalism and built strong relationships with customers, fostering trust and loyalty. By generating detailed reports on customer inquiries and resolutions, I contributed to the continuous improvement of Zuku's customer support operations.

Throughout my experiences at both Safaricom and Zuku, I have developed a deep understanding of the importance of customer satisfaction and have honed my skills in problem-solving, communication, and product knowledge. I am confident that my proven ability to deliver exceptional customer support will make a significant contribution to any organization.

My educational journey has been shaped by dedication, perseverance, and a passion for learning. I began my academic path at St. Francis Mangu, where I successfully completed my secondary education with a C grade. This foundational experience instilled in me a strong work ethic and the importance of striving for excellence.

Prior to my secondary education, I attended Lucina Primary School, where I obtained an impressive score of 349 marks in the national examinations. This achievement demonstrated my commitment to academic growth and set the stage for my future educational pursuits.

Currently, I am pursuing a Bachelor of Arts degree with a major in Psychology at the University of Nairobi. This program allows me to explore my interest in understanding human behavior and mental processes, while also providing valuable insights into human interactions and dynamics. I am actively engaged in my studies, consistently striving for academic excellence and expanding my knowledge in the field.

In 2019, I graduated with a diploma in Business Management, achieving a credit level. This qualification equipped me with a solid foundation in business principles, leadership, and management skills. It provided me with a comprehensive understanding of various business functions, including marketing, finance, and operations.

Throughout my academic journey, I have developed strong critical thinking, problem-solving, and analytical skills. I have also honed my communication and teamwork abilities through collaborative projects and presentations. My diverse educational background, coupled with my enthusiasm for continuous learning, positions me well to contribute to various professional settings.

I am excited to leverage my educational achievements and skills to make a positive impact in the field of psychology. I aspire to apply my knowledge and insights to help individuals lead fulfilling lives and make meaningful contributions to society.