Open to opportunities

Barack Agoya

@barackagoya

Message

I am a customer-focused support specialist with proven high CSAT.

Kenya

Message

What I'm looking for

I seek a customer or technical support role in a fast-paced, collaborative company where I can improve CSAT, lead teams, resolve product issues, and grow into support operations or management.

I am a customer-focused and adaptable support professional with 5+ years delivering multi-channel technical assistance and client service in fast-paced 24/7 environments. I consistently maintain high CSAT scores (90%+) by combining empathetic communication, troubleshooting, and cross-functional collaboration.

I have supervised teams, coached agents, and driven process improvements—achieving a 90% first-contact resolution rate and reducing ticket volume through proactive feedback. I am eager to bring my experience in escalation management, product support, and analytics to a role that values customer experience and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Betpawa Kenya

Oct 2023 - Present (1 year 11 months)

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.

Customer Support Live Chat Email Support Phone Support Troubleshooting Ticketing CSAT Cross Functional Collaboration

Customer Service Team Lead

Majorel Kenya

Oct 2022 - May 2023 (7 months)

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.

Coaching KPIs Performance Management Quality Assurance Process Improvement Call Center Operations Team Leadership

Technical Support Specialist

Dlight Solar

Jul 2021 - Sep 2022 (1 year 2 months)

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.

Technical Support Troubleshooting First Contact Resolutions Escalation Management Product Education Customer Feedback Cross Functional Collaboration

Customer Support Agent

Presto-pap Technology Limited

Jan 2021 - May 2021 (4 months)

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.

Customer Support KYC Troubleshooting Ticketing Systems Customer Education

Education

Degrees, certifications, and relevant coursework

Technical University of Kenya

Diploma in Business Administration, Business Administration

2019 - 2022

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