GNGalore Njama
@galorenjama
Empathetic customer support specialist delivering accurate, tech-savvy email and chat assistance for global users.
KenyaWhat I'm looking for
I am an empathetic, tech-savvy Customer Support Specialist with strong English communication, proven troubleshooting skills, and extensive experience providing high-quality email and chat support to global users. I consistently maintain response accuracy above 95%, escalate complex technical issues to engineering, and gather user feedback to drive product improvements.
My background includes AI training and evaluation to improve conversational models, chat-based customer engagement, and proficiency with Zendesk, Intercom, HubSpot, Slack, Notion, and Google Workspace. I thrive under pressure, adapt to 2/2 shifts and EU time zones, and prioritize professionalism, data privacy, and measurable impact on user trust and satisfaction.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Freelance
Jan 2022 - Present (3 years 10 months)
Provide timely, accurate, and empathetic email-based assistance to global users, maintaining a response accuracy rate above 95% and consistently exceeding SLA targets while escalating complex issues to engineering.
AI Training & Evaluation Contractor
Mindrift / Remotasks
Jan 2021 - Jan 2022 (1 year)
Evaluated and refined AI-generated English responses for naturalness and contextual accuracy, improving conversational capabilities and maintaining high quality metrics.
Customer Engagement Associate
Cloudworkers
Jan 2020 - Jan 2021 (1 year)
Managed multiple chat-based customer interactions with high satisfaction ratings, adapting tone for personalized experiences and sustaining engagement under pressure.
Education
Degrees, certifications, and relevant coursework
UNUniversity of Nairobi
Bachelor of Arts, Communication Studies
Completed a Bachelor of Arts in Communication Studies, focusing on communication theory and practical media skills.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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