Open to opportunities

Cindy Atieno

@cindyatieno

Message

Customer-focused support professional driving high first-contact resolution and customer retention.

Kenya

Message

What I'm looking for

I seek a customer-centric role where I can resolve issues, improve CSAT, mentor teammates, and grow into leadership within a collaborative, process-driven team.

I am a customer-focused support professional with over three years' experience delivering high-quality service across phone, chat, email and social channels, consistently achieving strong first-contact resolution and customer satisfaction.

I have hands-on experience with Zendesk, Freshdesk and Salesforce, handling billing, SIM activations, M-PESA issues and technical escalations while upselling services and mentoring new hires to improve team performance.

I bring strong communication, empathy and process-adaptation skills, plus public-sector administrative experience and a proven track record of improving service delivery through feedback analysis and reliable multitasking.

Experience

Work history, roles, and key accomplishments

Administrative Assistant

County Government of Kisumu

Jan 2025 - Sep 2025 (8 months)

Provided clerical and administrative support, managed documentation and scheduling, assisted with data entry and report preparation, and supported coordination of community outreach initiatives.

Data Entry Office Administration Scheduling Report Preparation Document Management Communication

Customer Service Representative

Safaricom PLC

Mar 2021 - Dec 2024 (3 years 9 months)

Delivered multichannel customer support achieving a 90% first-contact resolution rate, handled billing/M-PESA/SIM issues, and upsold services to exceed monthly sales targets by up to 20%. Trained new hires and collaborated with cross-functional teams to resolve complex cases.

Zendesk Freshdesk Salesforce Multichannel Support Billing Escalation Management Upselling

Customer Support Specialist

Upwork

Jan 2023 - Dec 2023 (11 months)

Delivered remote customer support and virtual assistant services for international e-commerce and service clients, maintained a 5-star client rating while managing refunds, returns, and Shopify order tracking.

Shopify CRM Live Chat Support Client Communication Virtual Assistance