Frida Njagi

I’m a remote customer support and client success professional with 3+ years of experience managing high-volume multichannel operations across phone, email, and live chat. I handle complex customer inquiries and escalations with a patient, empathetic, and solution-oriented mindset, with a clear focus on improving retention and delivering a “seamless white-glove service experience.”

I’m comfortable navigating CRM databases, POS platforms, ticketing software, and order management systems to extract critical data, update client accounts, and document cases accurately. I focus on operational excellence through First-Call Resolution (FCR), case order management, desktop navigation documentation, and disciplined, independent problem-solving in a distraction-free remote environment.

In leadership roles, I’ve supervised administrative workflows and tracked daily performance data for a remote team of 5–8 agents, using feedback loops to maintain high support quality. I also prioritize proactive follow-up after resolution to uncover unstated needs and strengthen customer loyalty—while staying aligned with international business operations and standard performance metrics.