Open to opportunities

clinton connen

@clintonconnen

Message

I lead empathetic, high-accuracy customer support across phone, chat, email, and WhatsApp.

Kenya

Message

What I'm looking for

I'm looking for a full-time, remote, async-friendly customer support role where I can build trust, resolve issues fully, maintain accurate CRM records, collaborate across teams, and surface recurring patterns that improve the customer experience.

At iSON Xperiences Kenya, I lead day-to-day customer support queues across phone, chat, and WhatsApp-style messaging, balancing urgent contacts with response-time and satisfaction targets.

I was promoted from Customer Care Executive to Team Lead based on top-quartile CSAT, peer mentoring, and operational leadership. I ensure every inquiry is accurately documented and tracked in CRM systems through resolution.

I've handled billing disputes, service complaints, booking errors, and itinerary conflicts with empathy-first communication, proactive follow-up, and a focus on solving root causes. I also identify recurring support themes, create reproducible escalation reports, and contribute knowledge base articles that reduce repeat contacts.

My remote experience with Dreamport strengthened my async work habits, accountability, and ability to support customers across time zones. I bring a trust-focused approach: I don't consider an issue closed until the customer is genuinely satisfied.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

iSON Xperiences Kenya Ltd

Oct 2025 - Present (1 year)

Promoted from Customer Care Executive based on top-quartile CSAT scores. Lead day-to-day queue operations across phone, chat, and messaging, mentor frontline agents, and track recurring support themes to surface actionable insights.

Zoho CRM Zendesk Intercom Help Scout Microsoft 365 Google Workspace Slack Teams Phone Email Live Chat Social Media WhatsApp

Customer Care Executive

iSON Xperiences Kenya Ltd

Feb 2025 - Oct 2025 (8 months)

Managed high volumes of inbound and outbound contacts via phone, email, and live chat, consistently achieving top-quartile CSAT. Created and managed CRM records end-to-end and handled sensitive billing disputes with empathy-first communication.

CRM Zoho CRM Zendesk Intercom Help Scout Phone Email Live Chat Social Media WhatsApp Microsoft 365 Google Workspace Slack Teams

Remote Travel Agent

Dreamport Travel Agency

Feb 2024 - Feb 2025 (1 year)

Delivered end-to-end customer support via email and chat in a fully asynchronous, distributed environment. Resolved booking errors, itinerary conflicts, and billing disputes efficiently, and proactively followed up on open cases across time zones.

Email Chat Customer Support Problem Solving Time Management

Teaching Intern

St. Luke's High School & Our Lady of Assumption Girls' Secon

May 2023 - Jul 2024 (1 year 2 months)

Communicated complex information clearly and patiently to people of varying backgrounds. Maintained detailed, accurate records and assessments, reinforcing meticulous documentation habits.

Active Listening Record keeping Patience