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@cindyatieno
Customer-focused support professional driving high first-contact resolution and customer retention.
KenyaI 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.
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
Work history, roles, and key accomplishments
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.
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.
UPDelivered 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.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Psychology
Completed a Bachelor of Arts in Psychology focusing on foundational psychological theories and research methods.
Software and tools used professionally
KenyaYou can contact Cindy and 90k+ other talented remote workers on Himalayas.
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