Augustine Mboya

I’m a results-driven Customer Experience & Success Specialist with 5+ years in fast-paced SaaS and fintech environments. I deliver high-volume omnichannel support (email, live chat, and phone) while maintaining SLA compliance and consistently driving CSAT scores above team benchmarks.

I’m proficient with Zendesk, Salesforce, and HubSpot, and I apply CRM administration to ticket triage, escalation workflows, and customer health tracking. I use Zendesk macros and automation rules to streamline repetitive work, reduce AHT, and improve first contact resolution (FCR).

I also focus on long-term retention by using Voice of Customer (VoC) to advocate for customers across product and engineering teams. I author and maintain a self-service knowledge base (FAQs, how-to guides, troubleshooting articles) to reduce inbound ticket volume on recurring issues, and I mentor junior agents through QA reviews and performance improvement plans.

As a remote-ready professional, I excel in asynchronous communication and distributed collaboration using tools like Slack, Notion, Google Workspace, and Zoom. I continually strengthen my craft through Salesforce Admin Training, Advanced Diploma in Data Analysis, and customer service excellence certifications.