Nancy W.
Senior Customer Experience Manager
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About
Wambui N. is an accomplished Customer Success Representative and Business Operations expert with over a decade of professional experience. Her career spans across diverse sectors, including corporate, nonprofit, and aviation industries. At REVO Homes, Wambui effectively managed and expanded major client accounts, enhancing customer satisfaction through personalized service and the implementation of CRM tools. As an Operations Manager at Autofine Limited, she innovated standard operational processes to boost customer service and operational efficiency. Her role as Virtual Assistant involves managing administrative tasks like email management and schedule coordination, using advanced digital tools to streamline operations. Wambui's background in social work, demonstrated in her roles with The Nest Charitable Trust and Baraka Boys Trust, showcases her commitment to community service and her skill in stakeholder coordination. With a solid educational foundation in Development Studies, Social Work, and Counselling, Wambui excels in project management and customer relations, ensuring the delivery of high-quality services.
Experience
Virtual Assistant
Remote/ Hybrid · 2025 — PresentOffered administrative support and customer service by managing emails, call handling, scheduling, and follow-ups. Oversaw multiple social media accounts and managed orders and marketing efforts. Maintained customer inquiries and accurate records with CRM and data management tools. Supported business operations through logistics planning, report preparation, and calendar coordination. Handled bookkeeping tasks such as invoicing and expense tracking while ensuring efficient workflows through standard operating procedures.Sales and Account Manager
REVO HOMES · 2024 — 2024Managed key client accounts while addressing customer inquiries and service requests. Developed individual relationships with clients in mortgage services to ensure satisfaction. Enhanced customer retention through strong relationship building and implemented CRM tools to streamline operations. Conducted risk assessments and targeted audience identification for social media management. Analyzed sales performance metrics to adjust strategies, aimed at sustaining growth and increasing profitability.Social Worker
THE NEST CHARITABLE TRUST · 2023 — 2023Provided client support services and coordinated care programs for vulnerable children and families, working closely with government agencies. Ensured accurate case documentation and developed detailed reports for legal and organizational needs. Collaborated with community partners to coordinate services and applied results-based management principles for over 40 statutory child protection interventions.Social Worker
BARAKA BOYS TRUST · 2021 — 2023Delivered counseling and social support services to children and families. Coordinated efforts with donors and community partners to facilitate program initiatives, including fundraising and donor funding. Developed support plans and case reports aimed at improving long-term outcomes for beneficiaries.Operations Manager/ Customer Experience Manager
AUTOFINE LIMITED · 2013 — 2021Oversaw office operations by creating standard operating procedures and ensuring timely responses to customer inquiries. Collaborated with departments such as accounts, procurement, and sales to facilitate project updates. Served as the communication liaison with stakeholders including insurance agents and corporate representatives. Conducted customer onboarding to enhance client understanding of services offered. Implemented CRM tools to track interactions and enhance customer satisfaction while streamlining production workflows.Cabin Crew/ Senior Inflight Attendant
KENYA AIRWAYS LIMITED · 1999 — 2012Delivered high quality inflight services while adhering to global customer service standards. Ensured safety and comfort for passengers following IATA and Sky Team SOPs. Collaborated with crew to facilitate efficient flight operations and addressed internal and external customer concerns promptly.
Skills & Expertise
Education
- BA Development StudiesThe Catholic University of Eastern Africa
- Diploma in Social Work and DevelopmentUniversity of Nairobi
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