Open to opportunities

Blessing Namara

@blessingnamara

Message

Remote Customer Success Specialist with proven US-facing experience and leadership potential.

Rwanda

Message

What I'm looking for

I seek a senior customer success or team leadership role in a remote-first global company where I can lead teams, improve retention, and apply data-driven support while working GMT+2 to cover US/EU clients.

I am a results-driven remote Customer Success Specialist with 2+ years of experience supporting US-based companies across fintech, e-commerce, digital services, and telecommunications. I combine analytical thinking from a science background with empathetic communication to drive customer satisfaction, retention, and data-informed process improvements.

I've consistently maintained high customer satisfaction (95%+ at Snap Finance), managed multi-client accounts, resolved complex disputes, and mentored teammates while working in GMT+2 to provide optimal US/EU coverage. I am seeking senior customer success or team leadership roles in global remote organizations where I can grow supervisory responsibilities and deliver cost-effective, high-quality support.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Specialist

Current

Snap Finance

Oct 2024 - Present (1 year 3 months)

Deliver high-quality remote customer support for financial service inquiries and payment processing, maintaining compliance with US regulations and achieving 95%+ customer satisfaction. Resolved complex financial disputes and contributed to customer retention through proactive relationship management.

Customer Support Payments & Compliance CRM Conflict Resolution Retention Data Analysis

Current

Customer Service Representative

Current

ISON Xperiences

Apr 2023 - Present (2 years 9 months)

Provided multi-client customer service across BPO accounts, managing concurrent responsibilities and maintaining consistent performance across channels. Developed expertise in multi-account management and time management over a 2+ year period.

Account Management BPO Time Management Customer Experience Quality Assurance

Certified Shopper Agent

Instacart

Jan 2024 - Oct 2024 (9 months)

Managed high-volume customer shopping requests, coordinated real-time communication for delivery logistics, and handled modifications and issue resolution, maintaining strong satisfaction during peak periods.

order fulfillment Customer Communications Logistics Coordination Time Sensitive Support Multitasking Quality Control

Customer Success Agent

Shutterfly

Nov 2023 - Dec 2023 (1 month)

Provided end-to-end remote support for photo and print services via CCI Rwanda, delivering technical troubleshooting and empathetic international customer service for complex product inquiries.

Technical Support Customer Success Troubleshooting Cross Cultural Communication CRM Empathy

Call Center Agent

MTN Telecommunications

Jan 2023 - Aug 2023 (7 months)

Managed 50+ daily customer interactions in a high-volume call center, providing product support, technical assistance, and resolving billing and service issues to improve customer outcomes.

Call Center Operations Technical Support Telecommunications Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Rwanda, College of Science and Technology

Bachelor of Science, Environmental Chemistry

2023 -

Pursuing a Bachelor of Science in Environmental Chemistry with coursework in data analysis, research methodology, and statistical analysis to support data-driven decision making.