Open to opportunities

Brenda Moses

@brendamoses

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Customer support specialist delivering high CSAT and multichannel service.

Kenya

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What I'm looking for

I seek a customer-focused role where I can apply multichannel support skills, maintain high CSAT, work with CRM tools, and grow into advanced support or customer success responsibilities.

I am a customer support specialist with international call center experience across inbound/outbound calls, live chat and email channels. I consistently met KPIs including quality, AHT and maintained CSAT scores of 90%+ while resolving complex customer issues and processing payments using tools like Avaya and Taurus.

I bring strong interpersonal and communication skills, CRM proficiency (Zendesk, Salesforce, Maestro), and experience with support and collaboration platforms (Jira, Slack, Five9). I am diligent, customer-oriented, tech-savvy, and eager to apply and expand my skills in a role that values service excellence.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Sportserve

Jan 2025 - Present (8 months)

Handle international client emails and chats via Avaya, process payments through Taurus, and create Jira tickets while consistently meeting KPI targets for quality, AHT, and CSAT.

Avaya Taurus Jira Playtech JPay Email Support Live Chat Payment Processing CSAT

Customer Support Representative

Contact Centre International

Oct 2021 - Nov 2024 (3 years 1 month)

Handled Tier 1–2 Zendesk email tickets, calls and chats from international clients, resolved escalations, and maintained CSAT scores of 90%+ while meeting campaign metrics.

Zendesk Maestro Five9 Slack Email Support Live Chat CSAT

Receptionist

Bliss Cafe

Jan 2020 - Feb 2021 (1 year 1 month)

Managed front desk operations including bookings, phone handling, customer greeting, and resolving feedback or complaints to ensure positive guest experiences.

Phone Reception Communication Scheduling