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I’m Andrew Mwangi Wachira, a dynamic Customer Experience Specialist with over 5 years of experience in BPO, service, and data management. I have managed high-volume operations, including an average of 150 daily inbound calls, while maintaining exceptional service standards. I bring a proven ability to deliver customer-centric solutions and uphold rigorous data integrity in fast-paced environments. As a bilingual professional with a C1 Advanced English certification and a background in financial management, I combine technical precision with charismatic public speaking and conflict resolution to drive customer satisfaction and operational excellence.…I’m Andrew Mwangi Wachira, a dynamic Customer Experience Specialist with over 5 years of experience in BPO, service, and data management. I have managed high-volume operations, including an average of 150 daily inbound calls, while maintaining exceptional service standards. I bring a proven ability to deliver customer-centric solutions and uphold rigorous data integrity in fast-paced environments. As a bilingual professional with a C1 Advanced English certification and a background in financial management, I combine technical precision with charismatic public speaking and conflict resolution to drive customer satisfaction and operational excellence.

Andrew Mwangi Wachira

PRO

Presenter, Actress, Voiceover Artist, +2

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I’m Andrew Mwangi Wachira, a dynamic Customer Experience Specialist with over 5 years of experience in BPO, service, and data management. I have managed high-volume operations, including an average of 150 daily inbound calls, while maintaining exceptional service standards. I bring a proven ability to deliver customer-centric solutions and uphold rigorous data integrity in fast-paced environments. As a bilingual professional with a C1 Advanced English certification and a background in financial management, I combine technical precision with charismatic public speaking and conflict resolution to drive customer satisfaction and operational excellence.…I’m Andrew Mwangi Wachira, a dynamic Customer Experience Specialist with over 5 years of experience in BPO, service, and data management. I have managed high-volume operations, including an average of 150 daily inbound calls, while maintaining exceptional service standards. I bring a proven ability to deliver customer-centric solutions and uphold rigorous data integrity in fast-paced environments. As a bilingual professional with a C1 Advanced English certification and a background in financial management, I combine technical precision with charismatic public speaking and conflict resolution to drive customer satisfaction and operational excellence.

Available to hire

Ruiru, Kenya

I’m Andrew Mwangi Wachira, a dynamic Customer Experience Specialist with over 5 years of experience in BPO, service, and data management. I have managed high-volume operations, including an average of 150 daily inbound calls, while maintaining exceptional service standards. I bring a proven ability to deliver customer-centric solutions and uphold rigorous data integrity in fast-paced environments.

As a bilingual professional with a C1 Advanced English certification and a background in financial management, I combine technical precision with charismatic public speaking and conflict resolution to drive customer satisfaction and operational excellence.

Skills

Copywriting

Social Media Design

Experience Level

Copywriting

Intermediate

Social Media Design

Intermediate

Language

English

Fluent

Work Experience

Data Entry Clerk/ ICT Consultant at Kenya National Examinations Council

December 1, 2025 - Present

Systematized data verification processes by cross-referencing source documents to ensure 100% information accuracy. Optimized database integrity by performing regular maintenance, updates, and purging of duplicate files. Executed high-volume data management tasks under aggressive deadlines while maintaining rigorous quality standards. Championed data privacy by adhering to strict protocols when handling sensitive and confidential information. Team Leadership & Quality Control spearheaded a team of data entry clerks, overseeing workflow distribution and conducting rigorous quality audits to maintain 100% data integrity across large-scale datasets.

Customer Support Specialist at LinkedUp Car Rental Services

March 1, 2025 - September 1, 2025

Facilitated seamless customer journeys by managing inquiries via phone, email, and live chat with a focus on first-contact resolution. Streamlined the booking lifecycle, including complex amendments and cancellations, to improve operational efficiency. Consulted with clients on vehicle specifications and rental policies to ensure informed decision-making and satisfaction. Mediated complex customer grievances using empathy and creative problem-solving to drive brand loyalty.

Customer Care Agent at M-Gas

August 1, 2024 - February 1, 2025

Surpassed performance benchmarks by managing an average of 150 inbound calls daily while maintaining high service quality. Assessed individual customers need to provide tailored product education and service recommendations. Resolved high-pressure complaints, cancellations, and refund requests with a professional and solution-oriented approach. Generated detailed performance reports to assist management in identifying service trends and areas for improvement.

Call Center Operator at Alfa Systems/ Sakivi Systems

January 1, 2024 - June 1, 2024

Managing both inbound and outbound calls for international clients. Identifying customer needs and answering questions as well as solving issues. Offering customer support. Handling customer engagement. Following various communication scripts while speaking with the customer. Educating the customers on company products and services.

Customer Service Representative at Techno Brain Group - BPO

September 1, 2023 - December 1, 2023

Mastered US-based revenue recovery structures and insurance policy variations to facilitate effective debt collection. Negotiated debt payment procedures with clients, utilizing advanced communication skills developed through intensive role-play training. Managed targeted outbound call campaigns focused on financial recovery and client education.

Product Marketer at Catholic Relief Services

April 1, 2022 - December 1, 2022

Modernized the digital presence by monitoring industry trends and creating engaging content for social media and corporate communications. Coordinated field teams and developed strategic plans that significantly boosted business development and referral networks. Identified high-value marketing channels and target demographics to maximize the ROI of promotional campaigns.

Finance Officer Assistant at Caritas Bank Branch (SHG), Nairobi

February 1, 2021 - April 1, 2021

Financial Record Keeping: Help keep accurate financial records, such as financial statements, journals, and ledgers. Data Entry: Enter financial data into accounting software and databases with accuracy and timeliness. Budget Assistance: Assist with budget development and management, including expense tracking and deviation analysis. Financial Reporting: Help with the creation of forecasts, summaries, and financial reports for management approval. Reconciliation: Help reconcile bank statements and financial discrepancies, ensuring that all transactions are accounted for.

Elections Clerk at Independent Electoral and Boundaries Commission (IEBC)

August 1, 2022 - Present

Assisting citizens in voting by issuing ballot papers and assisting supervisors to carry out vote counts.

Census Clerk at Kenya National Bureau of Statistics (KNBS)

August 1, 2019 - Present

Door-to-door visiting and engaging citizens in the population count exercise. Assisting the government in carrying out a census of its people.

MC / Event Host

January 1, 2023 - Present

Managing diverse audiences; ensuring a welcoming and engaging atmosphere while addressing inquiries and concerns in a professional and charismatic manner. Providing exceptional customer service by actively listening to guest needs, resolving on-the-spot issues, gathering feedback, and coordinating with event teams to deliver tailored content.