Open to opportunities

Alfred Mungai

@alfredmungai

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Customer experience specialist with a passion for delivering tailored support.

Kenya

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What I'm looking for

I am looking for a role that values empathy and proactive communication, where I can contribute to customer loyalty and satisfaction.

I am a customer experience specialist with over three years of remote support experience, dedicated to providing high-quality service across various platforms including email, phone, live chat, and ticketing systems. My journey in customer support has equipped me with the skills to manage order-related inquiries and resolve customer concerns with empathy, ensuring that every interaction aligns with brand values and tone.

In my recent role as a Customer Support Specialist at Dreamport Inc., I provided personalized support to international travelers, managing bookings and cancellations while maintaining 24/7 availability. My proactive communication and empathy-driven service helped build a loyal global client base. Additionally, I have experience in administrative and operations support, where I assisted e-commerce clients with inquiries and order processing, contributing to improved customer retention through effective problem-solving.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Dreamport Inc.

Jan 2024 - Feb 2024 (1 month)

Provided end-to-end personalized support to international travelers, managing bookings, cancellations, and itinerary changes. Delivered real-time issue resolution and maintained 24/7 client availability via email, SMS, and voice. Built and retained a global client base through empathy-driven service and proactive communication.

Customer Support CRM Management Google Suite Slack Zoom Empathy Problem Solving Communication

Administrative & Operations Support

Freelance

Feb 2021 - Nov 2023 (2 years 9 months)

Supported e-commerce clients in handling product inquiries, order processing, and refunds via email and live chat. Assisted with calendar management, research, and basic content creation aligned to brand guidelines. Handled customer escalations with a calm, solution-oriented approach, contributing to improved customer retention.

Email Communication Live Chat Customer Escalation Calendar Management Content Creation Problem Solving Customer Retention Research Order Processing

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor of Science, Aerospace Engineering

2018 - 2023

Specialized in Aerospace Engineering with a focus on Aerodynamics and Computational Fluid Dynamics. Completed a thesis on the Development of Rotating Detonation Engine for Sustainable Aviation Fuel.