Customer Service & Operations Professional

CHRISTINE NYAGUTHII MWANGI

Customer Service, Operations & Front Office Professional

Nairobi, Phone: Email: LinkedIn: christinenyaguthii625@0757 Kenya linkedin.325 625 com/in/christine-gmail.nyaguthii-com b085b8243 PROFESSIONAL SUMMARY

Customer across coordination. efficiently, oriented, customer and focused and motivated Proven collaborate service, and ability results to call with contribute to center driven manage teams operations, professional to to high organizational maintain volume front with service workflows, office over efficiency excellence. support, three resolve and years and Adaptable, customer customer of operational experience satisfaction. detail concerns CORE SKILLS & COMPETENCIES

Customer Coordination Accuracy Interpersonal, Service Problem, Skills Operations & Solving, Client Google Monitoring Relations & Workspace Conflict, Call Resolution, Order & Center Microsoft & Case Operations, Time Office Management, Front, Data Office, Communication Entry Support & Record, Team & PROFESSIONAL EXPERIENCE

Real-time operations agent.

Glovo, July 2023 – Present, Nairobi, Kenya

Manage high-volume, real-time order operations, resolving delivery disruptions and service issues across multiple regions.

Monitor live operational dashboards and KPIs to identify delays, cancellations, and operational risks, escalating critical incidents promptly.

Coordinate with customers, delivery partners, merchants, and internal teams to ensure service continuity and customer satisfaction.

Communicate operational updates and escalations through Slack and email to support cross-functional collaboration and rapid issue resolution.

Maintain accurate case records, incident logs, and operational data to support reporting, accountability, and continuous process improvement. Collection Call Centre Agent

4G Capital (4th Generation Capital), Jan 2023 – June 2023, Nairobi, Kenya

Handled account Negotiated policies. Maintained Contributed status. outbound payment accurate to achieving and arrangements customer inbound monthly records calls collection while with and adhering customers provided and recovery to regular regarding company targets. updates credit loan repayments to and branch collection teams. and Tourism Officer Trainee

County Government of Nyeri, Dec 2021 – Mar 2022, Nyeri, Kenya

Assisted international Compiled Conducted documentation. in weekly site preparing guests. visits activity to travel museums and itineraries field and reports cultural and submitted coordinating centers to to senior visits support for county tourism local officials. and Hospitality Management Intern

Starwood Gardens Hotel, Kerugoya, Aug 2019 – Dec 2019, Kerugoya, Kenya

Supported environment. Resolved Handled billing, guest front concerns payment office and promptly processing, guest services, to room promote ensuring preparation, satisfaction a welcoming and and record repeat and keeping. professional visits. KEY ACHIEVEMENTS

• service • • roles. Consistently Recognized Demonstrated environment. for met strong maintaining service adaptability quality professionalism and across response customer and time accuracy service, standards while operations, in working a high volume and under front customer pressure. office EDUCATION

Dedan Bachelor Kimathi of Science University in Sustainable of Technology Tourism & Hospitality Management - 2018–2022 Mugumo Kenya Certificate Girls High of School Secondary Education - 2014–2017 Kiine Kenya Primary Certificate School of Primary Education - 2005–2013 CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Diploma Project Data Social Emotional Time Google Research Customer Entry Management English Sheets Monitoring in Foundations Success Intelligence — Administrative Alison Language — LinkedIn — — & LinkedIn Evaluation LinkedIn — — Skills LinkedIn LinkedIn Learning Support — Learning Learning — Alison Learning Learning — Alison Alison TECHNICAL SKILLS

Microsoft,Email & Communication Office Suite, Google Platforms Workspace (Slack), CRM & Web-Based Systems, Data Entry Tools INTERESTS

Customer exploration experience, Personal improvement development,, Learning Team collaboration new digital and tools leadership, Traveling growth and cultural REFERENCES

Available upon request.

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