Open to opportunities

Faithlyn Mwangi

@faithlynmwangi

I lead customer support operations, resolve escalations, and build loyal client relationships across hospitality and retail.

Kenya

Message

What I'm looking for

I'm seeking a Customer Support Lead role where I can support a distributed remote team, lead escalations, coach team members, maintain service standards, and improve the client experience.

I've led client communications, bookings, follow-ups, and service recovery at Evans Sparkles Beauty Spa and Casamia, helping deliver responsive customer experiences across hospitality and retail.

At Evans Sparkles Beauty Spa, I designed and rolled out a customer loyalty program to increase repeat visits and client retention. I also turned customer feedback and product performance into reports that supported service improvements.

At Casamia, I led front office operations, served as the escalation point for customer concerns, and trained new staff on service standards. I managed daily reporting, bookings, follow-ups, guest check-ins, and high-volume workflows.

I'm looking to bring my communication, coaching, escalation management, and remote collaboration skills to a Customer Support Lead role supporting a distributed team.

Experience

Work history, roles, and key accomplishments

Customer Support Lead

Faithlyn Mwangi

Customer-focused support professional with 4+ years of experience in front office operations, client relations, and service delivery across hospitality and retail environments. Proven track record of resolving customer inquiries, training and coaching junior staff, and driving repeat business through excellent client experience.