Gatonye Kamau
@gatonyekamau
Dedicated chat moderator with over 3 years of experience.
KenyaWhat I'm looking for
I am a dedicated and customer-oriented Chat Moderator with over three years of experience in online moderation, customer service, email management, and sales. I am known for maintaining safe and respectful online communities while efficiently resolving customer issues and driving sales through excellent communication. My tech-savvy nature allows me to adapt quickly to remote work environments, and I remain calm under pressure.
In my current role as a Chat Moderator and Support Agent at BuzzNet Media Ltd, I monitor live community chats and social streams, ensuring adherence to community guidelines. I respond promptly to user questions and concerns via chat, maintaining a friendly tone. My previous experience at ZuriMart Online Store involved handling customer queries about orders, shipping, returns, and payments, where I resolved over 50 tickets per day while maintaining a 94% customer satisfaction rating.
Experience
Work history, roles, and key accomplishments
Chat Moderator & Support Agent
BuzzNet Media Ltd
Mar 2022 - Present (4 years 3 months)
As a Chat Moderator & Support Agent, I monitored live community chats and social streams, ensuring adherence to community guidelines. I responded promptly to user questions, de-escalated conflicts, and managed the support inbox with a consistent 24-hour response time, enhancing platform safety and engagement.
Customer Service & Email Support Representative
ZuriMart Online Store
Jan 2020 - Feb 2022 (2 years 1 month)
In my role as a Customer Service & Email Support Representative, I handled customer queries about orders, shipping, returns, and payments via email and live chat. I resolved over 50 tickets per day, contributed to internal documentation, and maintained a 94% customer satisfaction rating through friendly service.
Education
Degrees, certifications, and relevant coursework
Nairobi Institute of Business Studies
Diploma, Business Communication
2019 -
Completed a Diploma in Business Communication, focusing on effective communication strategies in business environments.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
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