Open to opportunities

edna kiplagat

@ednakiplagat

Message

Experienced customer support specialist focused on client satisfaction.

Kenya

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a service-focused support agent with over three years of experience in SaaS and tech support. My journey has allowed me to work with international clients, including Asana Rebel, Novopath, and AstroPay, where I honed my skills in delivering personalized and empathetic service across multiple channels.

At Influx, I excelled as a Customer Support Representative, responding promptly to user inquiries and handling complaints with patience and efficiency. I am passionate about building lasting customer relationships and thrive on troubleshooting technical issues while collaborating with cross-functional teams to ensure swift resolutions.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Influx

Jun 2021 - Present (4 years 1 month)

Responded promptly and professionally to user inquiries via email and chat, demonstrating excellent customer support. Handled user complaints with empathy, patience, and efficiency, aiming for first-contact resolution and maintaining a First Response Time (FRT) of 4 minutes.

Zendesk CRM Systems Digital Communication Troubleshooting Multichannel Support Customer Relationship Management Email Support Chat Support

Education

Degrees, certifications, and relevant coursework

Daystar University

Bachelor of Arts, Communication – Public Relations

Completed a Bachelor of Arts in Communication with a specialization in Public Relations. Gained comprehensive knowledge in communication strategies and public relations practices.