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MISHAEL WANJIKU NDUGIRE Nairobi, Kenya | +254 114 009905 | [email protected] CLIENT RELATIONS SPECIALIST | CUSTOMER ENGAGEMENT | OPERATIONS SUPPORT | REMOTE COMMUNICATION PROFESSIONAL SUMMARY Customer-focused professional with 7+ years of experience in client relations, customer engagement, and operations support within fast-paced, service-driven environments. Skilled in building strong client relationships, managing high-volume communication channels, and delivering exceptional customer experiences across phone, chat, and email support platforms. Recognized with multiple awards for excellence in sales, customer satisfaction, and first-call resolution. Known for emotional intelligence, strong communication skills, conflict resolution, and the ability to create positive, engaging interactions while maintaining professionalism and confidentiality. CORE COMPETENCIES • Client Relations & Customer Engagement • Remote Communication & Chat Support • Customer Retention & Relationship Building • CRM Systems (Salesforce, Zendesk, HubSpot) • Conflict Resolution & Emotional Intelligence • Cross-Functional Collaboration • Team Leadership & Mentorship • Operations Coordination & Reporting • Confidential Information Management • Email, Chat & Phone Support PROFESSIONAL EXPERIENCE Service Operations Specialist – VensureHR (Oasis Outsourcing) June 2025 – Present • Coordinate cross-functional teams (HR, Payroll, Tax, and Operations) to ensure seamless workflows, accurate tracking, and t