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catherine makena

@catherinemakena

Customer Support Representative II at LeadSimple, resolving complex property-management SaaS issues and flagging 390+ product bugs.

Kenya

Message

At LeadSimple, I support property-management teams through complex SaaS and integration issues, and feed recurring problems back into the product. Since my promotion to Customer Support Representative II, I’ve closed 5,100+ tickets, improved satisfaction from 95% to 96.9%, and ranked second on my team for technical ticket volume.

I own AppFolio and Rent Manager integrations, diagnosing connectivity and configuration issues and guiding customers through resolution. Across my tenure, I’ve flagged 390+ product bugs and shared churn patterns to help inform product decisions.

Before SaaS support, I worked in residential real estate at Pam Golding Properties, supporting luxury sales as a frontline assistant to principal agents. That experience helps me understand the operational realities behind property-management support requests.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative II

Current

LeadSimple

Mar 2025 - Present (1 year 8 months)

Promoted from Inbound Customer Support Representative after 20 months for high-volume, high-complexity ticket resolution and contribution to product growth. Handles approximately 51 customer conversations per week, owns AppFolio and Rent Manager integrations, and mentors teammates.

Appfolio Rent Manager SaaS Integration CRM Ticketing Systems Technical Escalation Bug Reporting Customer Support Mentorship

Inbound Customer Support Representative

LeadSimple

Jul 2023 - Mar 2025 (1 year 8 months)

Handled 45 customer conversations per week, closed over 4,070 tickets, and sustained 95% CSAT. Owned the full cancellation workflow and authored help-center articles.

Customer Support Ticketing Systems Event Cancellation Workflows Help Center Content Training Onboarding

Volunteer

Project Management Institute (PMI)

Feb 2023 - Oct 2023 (8 months)

Collaborated with an international volunteer cohort, applying prioritization, structured problem-solving, and stakeholder communication.

Prioritization Problem Solving Stakeholder Communication

Working Student

DALUMA

Oct 2021 - Mar 2022 (5 months)

Delivered front-line customer service in a fast-paced environment while completing a Master's degree, strengthening cross-cultural communication and service standards.

Customer Service Cross Cultural Communication

Real Estate Associate

Pam Golding Properties

Mar 2018 - Jul 2021 (3 years 4 months)

Supported luxury residential sales as frontline assistant to principal agents, managing listings, transaction coordination, and client communication. Contributed to a top-performing team and was awarded Best Agent Assistant of the Year.

Real Estate Listings Management Transaction Coordination Client Communication Marketing Support

Volunteer Assistant

Mvono Agency under A.I.G. (Travel Guard)

Dec 2015 - Jan 2021 (5 years 1 month)

Advised clients on travel insurance and processed coverage for cancellations, lost baggage, and health emergencies, building early experience in exception handling, empathy, and accurate documentation.

Travel Insurance Customer Service Documentation Empathy