Open to opportunities

Eunice Syombua

@eunicesyombua

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Customer service professional delivering empathetic, efficient client support.

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What I'm looking for

I seek a customer-focused role where I can apply empathy, problem-solving, and CRM expertise to improve satisfaction and resolve complex issues while growing into leadership responsibilities.

I am a dedicated customer service professional with strong experience supporting customers across call, chat, and social channels while maintaining CRM records and meeting performance targets.

My background includes roles at Tuskys, Nakumatt, Horizon Contact Center, and Calltronix where I resolved technical issues for MultiChoice customers, managed high-volume inbound calls, and consistently met quality and response metrics.

In my current role as Security Team Leader / CCTV Operator, I perform access control, conduct patrols, complete incident reporting, and protect company property while maintaining clear communication with supervisors.

I bring empathy, problem-solving, and technical familiarity with Zendesk, Gorgias, Freshdesk, Google Workspace, and collaboration tools; I aim to elevate customer experience through efficient, personalized support.

Experience

Work history, roles, and key accomplishments

Current

Security Team Leader

Current

Al Sraiya Security Services

Mar 2023 - Present (2 years 9 months)

Led security operations including access control, patrols, incident reporting, and searches to protect company property and personnel, ensuring prompt escalation of incidents.

Access Control Incident Reports Patrol Security Protocols Surveillance

Customer Service Executive

Tuskys Official

Sep 2023 - Feb 2024 (5 months)

Handled customer inquiries about Bolt products, resolved driver and rider issues, conducted Zendesk live chat outreach, and met KPIs for response time, resolution rate, and customer satisfaction.

Customer Support Zendesk Live Chat Customer Feedback Analysis Cross Functional Collaboration KPIs

Customer Support Agent

Nakumatt Holdings Ltd

Sep 2021 - Sep 2023 (2 years)

Managed high-volume inbound calls, troubleshot MultiChoice technical issues, documented interactions in CRM, and consistently met performance and quality targets.

Technical Troubleshooting CRM Management Customer Empathy Documentation Escalation Management Performance Metrics

Customer Care Executive

Calltronix Kenya Limited

Jan 2021 - Sep 2021 (8 months)

Managed Carrefour customer queries across social platforms and inbound calls, performed outbound follow-ups, and produced daily performance reports to ensure timely issue resolution.

Social Media Support Inbound Calls Reporting Order & Payment Support CRM

Customer Care Representative

Horizon Contact Center

Jan 2019 - Jan 2021 (2 years)

Handled high-volume inbound calls, supported MultiChoice customers with technical troubleshooting, maintained accurate CRM records, and met service quality metrics.

Technical Support CRM Customer Empathy Quality Assurance