Open to opportunities

Alex Mwangi

@alexmwangi2

Message

I resolve high-volume customer inquiries and strengthen client satisfaction through empathetic, multi-channel support.

Kenya

Message

What I'm looking for

I'm looking for a customer support role where I can resolve client issues, improve service workflows, and build positive customer relationships through empathetic, efficient communication.

At Capital Markets Authority, I manage 50+ customer inquiries daily across phone, email, and live chat while maintaining first-response times under 30 minutes.

I diagnose complex service issues with internal teams, helping increase first-contact resolution by 20% and maintain a 95% CSAT score. I also create knowledge-base content that helps customers find effective self-service solutions.

Previously at Greencare Company, I supported high-profile clients with scheduling, correspondence, inbound inquiries, follow-up calls, and workflow improvements that improved the user experience.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Capital Markets Authority

Jan 2023 - Jan 2025 (2 years)

Managed 50+ customer inquiries daily via phone, email, and live chat, achieving a 20% increase in first-contact resolution rates. Maintained a 95% customer satisfaction score and created knowledge base articles for self-service.

Zendesk Salesforce Live Chat Help Desk Ticketing Systems Conflict Resolution Customer Retention Documentation

Virtual Assistant / Customer Associate

Greencare Company

Jan 2021 - Jan 2023 (2 years)

Provided administrative support, handled scheduling and inbound inquiries, and conducted follow-up calls that contributed to a 10% growth in service upgrades. Monitored feedback loops to improve user experience.

Scheduling Professional Correspondence Customer Outreach Quality Assurance Feedback Analysis