Wanjiru Maina

I'm a highly trained Customer Service Agent with a certification in Digital Customer Service. I'm passionate about solving customer problems and possess the relevant expertise to enhance customer satisfaction. I have excellent communication skills with clear articulation and thus able to engage with all levels of staff and clients .

As a BPO Executive at Techno Brain, my main task involved handling high volumes of incoming calls from customers or clients and effectively offering solutions to their queries promptly. Maintaining records of my interaction with customers was of high importance too. I further analyzed these records and prepared timely reports submitted to the management through the team leaders, highlighting key customer queries. Besides solving customer queries, I carried out other professional services like research on legal and insurance services.

Currently, I’m a Customer Care Agent at Watervale Investments. I’m tasked with keeping an up-to-date record of leads and customers generated from online conversations. Also, I  receive inbound calls and offer support to customers addressing any questions. Working together with other departments, I escalate relevant queries for faster and better resolutions. I strive to be well-versed in company policies to address consumer policy-related questions. To improve products and brands, I collect testimonials and offer recommendations based on the data collected. 

I completed my certificate in Digital Customer Service from Generation Kenya in 2022. Through this, I have had the opportunity to practice and increase my knowledge and skills at various levels and places. In the last ten months, I have worked for two companies; Techno Brain BPO/ITES and Watervale Investments. At both, I have effectively demonstrated my abilities as a Customer Service Agent and contributed to customer satisfaction and company growth.