AUAsaph User
@asaphuser
Customer Support & Success specialist driving CSAT, retention, and swift technical resolutions.
KenyaWhat I'm looking for
I am a Customer Support & Success specialist with 5+ years across SaaS, banking, and gaming, focused on improving CSAT, reducing churn, and resolving complex technical issues through phone, email, chat, and remote support.
I excel with CRM systems (Zendesk, Apptivo, Salesforce), cross-departmental collaboration, and building long-term customer relationships — achieving sustained CSAT above 90% and measurable reductions in response and handling times.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
GotYourBackSupport
Jun 2024 - Present (1 year 3 months)
Manage live customer interactions via chat, calls, and email, reducing average response time by 40% and maintaining CSAT above 90% through remote troubleshooting and cross-functional collaboration.
Customer Support Specialist
Apuesta Total
Aug 2021 - Jun 2024 (2 years 10 months)
Handled high-volume inbound calls and emails while achieving 95%+ customer satisfaction and contributing to a 20% reduction in average handling time through efficient case documentation and issue resolution.
Customer Care Executive
Mozzart Bet Kenya
Jul 2020 - Jul 2021 (1 year)
Resolved software, hardware, and network issues while managing ticket queues and escalations, improving first-response resolution rates by 25% through proactive troubleshooting.
NPCustomer Support Executive
NCBA PLC
May 2019 - Jun 2020 (1 year 1 month)
Addressed account-related inquiries and complaints in a high-pressure banking environment, boosting customer satisfaction scores by 5% and improving issue resolution time by 15%.
Marketing & Customer Service Intern
Kenagro Suppliers Ltd
Aug 2018 - Oct 2018 (2 months)
Provided front-line support via phone, email, and chat while conducting market research and supporting new business development initiatives during a short-term internship.
Customer Service Agent
Three Wangs Enterprises
Nov 2014 - Sep 2015 (10 months)
Handled escalated complaints and high daily customer volumes with empathy, protecting brand reputation and maintaining customer loyalty.
Education
Degrees, certifications, and relevant coursework
JTJomo Kenyatta University of Agriculture and Technology
Bachelor of Science, Horticulture
2015 - 2019
Grade: Second Class, Upper Division
Completed a Bachelor of Science in Horticulture with Second Class, Upper Division, focusing on horticultural science and practical applications.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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