Open to opportunities

Damackline Moseti

@damacklinemoseti

E-commerce and customer success professional specializing in Shopify support and Google Ads campaign coordination to boost performance.

Kenya

Message

What I'm looking for

I’m looking to join a fast-paced team where I can own Shopify operations and customer success, support Google Ads performance, and improve reporting, workflows, and retention through proactive, high-quality customer communication.

I’m a detail-oriented e-commerce and customer success specialist with 8+ years of experience supporting customer operations, digital campaigns, and online business workflows across FMCG, retail, financial services, and e-commerce environments. I bring hands-on experience in Shopify support, Google Ads campaign coordination, and the operational details that keep online experiences consistent.

I manage Shopify product and store support end to end—product listing updates, merchandising alignment, storefront content improvements, inventory coordination, and order management. On the digital marketing side, I support Google Ads campaign monitoring, keyword tracking, and campaign optimization support activities, pairing performance attention with clear reporting and documentation.

I’m equally focused on customers and outcomes. I handle inquiries, escalations, and issue resolution with strong communication and professionalism, improving customer engagement and retention through proactive support and relationship management initiatives, even in fast-paced remote environments. I also collaborate cross-functionally on promotions, campaign launches, and seasonal product updates to help e-commerce teams stay high-performing.

Experience

Work history, roles, and key accomplishments

E-commerce Specialist

Pipi Tea Global

Mar 2026 - May 2026 (2 months)

Supported Shopify store operations including product listing updates, inventory coordination, and order management. Monitored Google Ads campaigns by tracking keywords and supporting optimization efforts while managing customer inquiries and e-commerce reporting.

Shopify Store Support Inventory Management Order Management Order Inquiries Campaign Tracking Shopify WooCommerce Zendesk Freshdesk Gorgias Stripe PayPal Checkout Champ CRM Customer Support SLA Management

Customer Success Specialist

Britam Holdings

Feb 2025 - Feb 2026 (1 year)

Managed customer engagement and operational support activities to maintain high service efficiency and satisfaction. Handled escalations and inquiries, coordinated customer-facing workflows, and contributed to improved retention through proactive relationship management.

Escalation Handling Customer Engagement Customer Operations Management Service Coordination Customer Retention Customer Success

Senior Call Center Agent

Safaricom PLC

Jan 2024 - Feb 2026 (2 years 1 month)

Managed 80+ daily customer interactions across phone, email, and live chat, consistently achieving 95%+ CSAT and exceeding SLA targets. Resolved billing, account, and technical issues with 90%+ first-contact resolution and maintained 99%+ data accuracy.

Zendesk Freshdesk CRM Customer Support SLA Management First Contact Resolutions De escalation Process Improvement

Google Ads Support Specialist

Equity Bank

Jan 2022 - Jan 2025 (3 years)

Coordinated digital campaign support and customer engagement across banking operations. Resolved customer issues, supported campaign reporting and workflow coordination, and contributed to service delivery improvements.

Customer Relationship Management

Customer Experience Specialist

Britam Holdings

Jan 2023 - Dec 2023 (11 months)

Provided exceptional customer experiences by managing 50–70 daily inquiries across phone, email, and digital channels, achieving 95%+ satisfaction. Resolved policy and account issues with 90%+ first-contact resolution and collaborated cross-functionally to reduce resolution times.

Customer Support CRM SLA Management First Contact Resolutions Data Analysis Process Improvement

Customer Experience Associate

Equity Bank

Jan 2020 - Dec 2022 (2 years 11 months)

Championed customer experiences across phone, email, and digital channels, meeting SLA requirements and maintaining high service quality. Streamlined account and transaction issues with 85%+ complaint resolution and coordinated with stakeholders for complex cases.

Customer Support SLA Management Complaint Resolution CRM Stakeholder Coordination Process Improvement

E-commerce Support Representative

Unilever Kenya

Oct 2017 - Dec 2021 (4 years 2 months)

Supported retail and e-commerce order coordination, issue resolution, and customer communication. Managed relationships with 150+ retail outlets and coordinated with internal teams to resolve product, inventory, and delivery concerns efficiently.

E commerce Support retail management Cross functional Coordination Client Communication

Call Center Agent (HVAC)

Unilever Kenya

Jan 2018 - Dec 2019 (1 year 11 months)

Handled customer inquiries and support for HVAC products, ensuring timely resolution and high service quality. Contributed to customer satisfaction and operational efficiency.

Customer Support Call Center Operations Complaint Resolution SLA Management