Cindy Makau

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Customer Experience Specialist (Contract)

The Body Shoppe

May 2025 - Aug 2025 (4 months)

• Logged and tracked customer interactions using CRM systems to ensure seamless follow-ups and data accuracy. • Handled high-volume inquiries and resolved issues efficiently, helping reduce customer wait times and improving overall satisfaction scores. • Collaborated with team members and other departments to escalate complex issues and ensure timely resolution for customers. • Provided prompt, friendly, and solution-focused support to customers via phone, email, and in-person interactions, consistently meeting or exceeding service expectations. • Maintained up-to-date knowledge of company products, services, and policies to deliver accurate information and support.

Customer Service, Order Management & Design Lead

CustomMade

Sep 2020 - Mar 2025 (4 years 7 months)

• Promoted to lead design/order management; oversaw CAD approvals, delivery tracking, and client communications. • Maintained 95%+ satisfaction via clear and timely communication, ensuring effective documentation of client interactions. • Streamlined internal processes between support and production, reducing turnaround times for custom orders. • Re-engaged abandoned carts via targeted email campaigns, contributing to improved conversion rates. • Managed inbound customer calls alongside complementary omni-channel engagements to resolve inquiries promptly.

Customer experience Consultant

Sender

Mar 2019 - Aug 2020 (1 year 6 months)

• Guided customers through platform features and resolved issues using multi-tasking skills across email and live chat. • Supported retention by executing engagement strategies with sales & marketing, leading to an estimated 10% boost in customer retention. • Handled outbound calls to proactively address customer needs while ensuring accurate documentation of interactions.

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Customer Support Specialist

Humanly Remote

Apr 2018 - Feb 2019 (11 months)

• Maintained a high customer satisfaction rate by delivering fast, friendly support across various channels. • Delivered timely, compassionate support via FreshDesk, live chat, and phone, contributing to documented issue resolution efficiency. • Assisted members with onboarding, account management, and troubleshooting, ensuring clear documentation for future reference. • Managed outbound lead calls and periodic check-ins to support customer engagement and retention. • Utilized multi-tasking capabilities to balance live chat, inbound, and outbound call inquiries effectively.

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