Open to opportunities

Daphne Kerubo

@daphnekerubo

I resolve customer billing, account, shipping, and technical issues across global SaaS, logistics, and e-commerce brands.

Kenya

Message

What I'm looking for

I'm looking for a customer support role where I can resolve complex customer issues across email, chat, and phone, collaborate with cross-functional teams, and contribute to consistently high service quality.

I've supported global client accounts at Influx—including First Mile, Meticore, Linktree, and Passport—resolving billing, account, subscription, shipping, and order issues through email, chat, and phone. I keep customers informed from first message to resolution while maintaining accurate case documentation and current knowledge-base content.

Previously, I managed 40+ daily customer interactions for Snapfish USA and Shutterfly at CCI Kenya, helping customers with photo customization, orders, refunds, delivery issues, and website or app troubleshooting. I consistently met SLA, CSAT, quality, and call-handling targets while partnering with logistics, operations, product, and technical teams to improve service quality.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Influx

Aug 2024 - Feb 2026 (1 year 6 months)

Delivered frontline customer support for multiple global client accounts, resolving billing, account, subscription, shipping, and order issues via email, chat, and phone. Consistently met SLA, CSAT, and quality targets while managing high conversation volumes.

Zendesk Intercom Salesforce HubSpot Shopify Gorgias Microsoft Office Google Workspace CRM Case Documentation Escalation Management Multichannel Support

Customer Service Representative

CCI Kenya

Nov 2020 - Apr 2023 (2 years 5 months)

Managed 40+ customer interactions daily via phone, email, and chat for two major US photo-printing brands, resolving product, billing, shipping, account, and technical inquiries. Processed returns, refunds, and replacements while meeting performance targets.

CRM Case Documentation Escalation Management Troubleshooting Order Management Refunds Returns Multichannel Support