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@barackagoya
I am a customer-focused support specialist with proven high CSAT.
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.
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!

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Work history, roles, and key accomplishments
Betpawa Kenya
Oct 2023 - Present (2 years 1 month)
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.
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.
Degrees, certifications, and relevant coursework
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.
Certificate in Computer System Operation, Computer System Operation
Earned a Certificate in Computer System Operation from Unity College of Professional Studies in 2018.
Software and tools used professionally
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