Barack Agoya

Provide 24/7 customer support via live chat, email, and calls, maintaining CSAT scores of 90%+ through prompt, empathetic issue resolution. Collaborate with product and operations to escalate and track technical issues and improve user experience.

Supervised a team of 15+ agents supporting a European client, maintaining service levels and KPIs through real-time coaching and performance evaluations. Analyzed customer pain points and recommended process improvements to raise quality and efficiency.

Delivered technical support and after-sales assistance across multiple channels, achieving a 90% first-contact resolution rate. Escalated recurring issues to product and engineering and provided customer education to reduce repeat faults.

Resolved high volumes of support requests related to disbursements, repayments, and KYC verification, and reduced inbound ticket volume through collaboration with development. Educated customers on loan products, flagged system downtimes, and managed escalations.

Completed a Diploma in Business Administration at the Technical University of Kenya from 2019 to 2022, covering business management and administrative practices.

Earned a Certificate in Computer System Operation from Unity College of Professional Studies in 2018.