Open to opportunities

Faith Lumati

@faithlumati

Message

Customer Support professional delivering escalations, logistics coordination, and CSAT gains.

Kenya

Message

What I'm looking for

I’m looking to support customers in a fast-paced ecommerce environment, own escalations end-to-end, and improve service quality using helpdesk tools, SOPs, and KPI tracking—while growing into a leadership role through strong team collaboration.

I’m a results-driven Customer Support Professional with over 5 years of experience in customer service, logistics support, and team coordination in fast-paced environments. I handle escalations, resolve complex issues, and support daily operations across phone, email, and chat.

I help maintain service quality through accurate documentation, timely resolutions, and ongoing workflow improvements. I also support onboarding guidance, monitor performance through KPI tracking and reporting, and work with teams to improve response times and customer satisfaction using helpdesk and ticketing systems.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

FAAJ Logistics Ltd

Jan 2025 - Present (1 year 5 months)

Supported daily customer service operations across phone, email, and chat, handling shipment delays, order tracking, refunds, and customer complaints. Coordinated with operations teams to improve response times and service quality while documenting resolutions and identifying recurring customer concerns.

Customer Support Escalation Handling Shipment Tracking

Customer Service Representative

Air Global

Sep 2023 - Sep 2024 (1 year)

Managed high-volume inbound customer interactions and resolved escalated delivery and service issues to support customer retention. Maintained detailed customer records, ensured compliance with operational procedures, and collaborated with internal departments to improve customer experience outcomes.

Customer Service Escalations KPI Tracking Cross functional Coordination Customer Retention Email Chat Support

Customer Service Agent

Nor Salama Logistics

Jan 2022 - Aug 2023 (1 year 7 months)

Assisted customers with shipment updates, service inquiries, and issue resolution through empathetic, timely communication. Coordinated with logistics and fulfillment teams to resolve concerns and proactively followed up to reduce unresolved cases.

Customer Relationship Management Logistics Coordination Timely Follow Ups Case Management Workflow Management Customer Communications Data Entry Conflict Resolution

Administrative & Customer Support

Clivios Organisation

Sep 2018 - Jan 2021 (2 years 4 months)

Provided administrative and customer support, handling scheduling, inquiries, documentation, and office coordination. Maintained accurate records and supported smooth day-to-day operations using strong organization, communication, and multitasking skills.