Open to opportunities

Evans User

@evansuser2

Customer Support Specialist with 8+ years delivering remote, high-satisfaction support across gaming, dating, and finance.

Kenya

Message

What I'm looking for

I’m looking for a challenging remote customer support role in an international organization. I want to use my CRM and communication strengths to deliver exceptional customer experiences, maintain professionalism and efficiency, and grow within a global remote team.

I’m a Customer Support Specialist with over 8 years of experience delivering exceptional customer service to international clients across gaming, online dating, and financial services. I support customers through phone, live chat, and email while maintaining strong satisfaction standards in fast-paced, multicultural remote environments.

I’m highly organized and customer-focused, with strengths in CRM-based ticket management, account support, and complaint resolution. Across my roles, I’ve consistently maintained high customer satisfaction, improved response turnaround times, and escalated technical or complex cases appropriately while meeting productivity and performance targets.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent

Current

US-Based Loan Services Company

Jan 2023 - Present (3 years 7 months)

Provide remote customer support for financial services by handling inbound calls and responding via email and live chat. Verify customer information, resolve account issues, schedule follow-ups, and document interactions in CRM while maintaining confidentiality and compliance.

Inbound Calls Email Support Live Chat Customer Support Loan Inquiry Support Confidentiality Compliance Support CRM Software Customer Empathy

Remote Customer Support Representative

International Online Dating Platform

Jan 2021 - Jan 2023 (2 years)

Delivered customer support worldwide through email and live chat, assisting with account verification and resolving billing and reported user issues. Educated users on platform policies and escalated complex cases while maintaining detailed CRM records to support customer retention.

Customer Support Live Chat Email Support Verification Billing Support Complaint Resolution Escalation Management Customer Retention CRM Software Ticket Management

Remote Customer Support Agent

International Online Gaming Platform (China)

Jan 2016 - Jan 2021 (5 years)

Provided customer support to international users via live chat and email, handling login and payment issues and escalating technical problems as needed. Maintained customer satisfaction through timely responses while managing multiple conversations and recording interactions in CRM software.

Customer Support Live Chat Email Support Account Management Payment Support Technical Troubleshooting Escalation Management Customer Satisfaction CRM Software Ticket Management Data Entry Multitasking

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Arts, Customer Relations

2007 - 2010

Activities and societies: Relevant areas of study included customer relationship management, business communication, consumer behaviour, conflict resolution, marketing principles, business ethics, organizational behaviour, and public relations.

Earned a Bachelor of Arts in Customer Relations from the University of Nairobi, focusing on customer relationship management and related business communication topics.