Looking for a job

Wane User

@edwinseeker

Customer experience and operations professional with 3+ years of experience across international customer support and administrative operations.

Kenya

Message

What I'm looking for

I am seeking a remote customer experience or operations role where I can combine strong customer communication, problem-solving, CRM expertise, and process improvement to deliver measurable results and grow into a broader customer operations role.

I am a proactive, highly organized operations and customer service professional with hands-on experience supporting high-performance, remote environments and managing complex client communications with discretion and accuracy.

I specialize in solving customer issues, managing complex cases, and improving processes across CRM and digital support platforms. Proven performance in high-volume environments, including 96% QA, 84% 7-day FCR, 90 NPS, and 8.4/10 CSAT. Experienced with Zendesk, Salesforce, Talkdesk/RingCentral, and other remote-work tools. Open to remote customer support, customer experience, and operations roles.

I seek to grow as a strategic executive partner, leveraging IT and software development training to deliver reliable operational ownership, strong written and spoken English communication, and executive-ready research and summaries.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

Call Center International

Aug 2024 - Mar 2026 (1 year 7 months)

Supported US and UK customers through high-volume voice and email channels, handling 30+ calls and 50+ emails per day. Achieved 96% QA, 84% 7-day First Contact Resolution, 90 NPS and 8.4/10 CSAT.

Zendesk Salesforce TalkDesk RingCentral Customer Service Communication Skills Active Listening Case Management Escalation Handling Prioritization Process Improvement

Customer Experience Associate

Call Center International - Kenya

Aug 2024 - Dec 2025 (1 year 4 months)

Supported international clients in a high-volume, performance-driven contact center, managing 30+ calls and 50+ emails daily and achieving 96% QA scores and a 4.8-star customer satisfaction rating.

Communication Skills Customer Service CRM Systems Email Support Quality Assurance Customer Satisfaction Remote Collaboration

Operations & Administrative Assistant

Private Cyber Café & Insurance Services

Jun 2023 - Dec 2023 (6 months)

Managed daily on-site operations and sensitive administrative processes, handling documentation, registrations and insurance services while exercising autonomous judgment and maintaining client confidentiality.

Operations Management Administrative Support Documentation Client Relations Confidentiality Workflow Optimization

Administrative Assistant

Peakview Agency

Jun 2023 - Dec 2023 (6 months)

Worked directly with the business owner and independently managed day-to-day client-facing and administrative responsibilities. Managed documentation, registrations and insurance-related services with accuracy and confidentiality.

Documentation Client Communication Record keeping Administrative Support Organization Confidentiality Problem Solving

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Certificate in Information Technology, Information Technology

Certificate in Information Technology focused on practical IT skills for digital work environments, including systems usage, troubleshooting, and data handling relevant to remote operations and executive support.

Modcom Institute of Technology

Certificate in Software Development, Software Development

2023 - 2023

Software Development Certificate (full package) with hands-on training in software fundamentals, digital tools, and problem-solving to support productivity and workflow automation.