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Geofrey Mwangi

@geofreymwangi1

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Help Desk Analyst at Athena handling 300+ daily support inquiries and maintaining 90%+ first-contact resolution.

Kenya

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At Athena, I handle high-volume Zendesk inquiries across international coverage shifts, responding in English and German while maintaining 90%+ first-contact resolution. I also document technical escalations in Salesforce so engineering teams can investigate and resolve issues.

As a Travel Consultant & Reservation Agent at AfricaSafariTrips, I coordinated safari itineraries and IATA reservations, managing live itinerary changes while maintaining booking accuracy. I also converted travel inquiries into confirmed bookings and contributed to 11% upsell revenue growth through client recommendations.

At Deel LLC, I streamlined onboarding with Google Workspace templates and Salesforce automation, reducing processing time from 14 days to 2.5 days. Earlier, at Sendwave Remittance, I supported customers with account and transaction issues while maintaining 90% customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

HelpDesk Analyst

Current

Athena

Jan 2025 - Present (1 year 9 months)

Managed high-volume Zendesk ticket queues during 24/7 international coverage shifts, achieving 90%+ first-contact resolution and 94% SLA compliance. Developed standardized multilingual response templates that reduced average handle time by 24%.

Zendesk Salesforce Multilingual Communication English German Ticket Management SLA Compliance Technical Issue Resolution Escalation Management

Travel Consultant & Reservation Agent

Africa Safari Trips

Nov 2023 - Dec 2024 (1 year 1 month)

Coordinated complex multi-destination safari itineraries using IATA reservation systems, achieving 91% close rate and 11% upsell revenue growth. Managed real-time itinerary changes and maintained 100% accuracy across 1,200+ reservations.

Reservation Systems Travel Planning Customer Service Upselling Communication Skills Multilingual Problem Solving

BackOffice Processing Analyst & Onboarding Agent

Deel LLC

Nov 2022 - Apr 2023 (5 months)

Streamlined customer onboarding workflows, reducing processing time from 14 days to 2.5 days through Salesforce automation. Handled 50+ international client cases across 12 countries, ensuring accurate and timely documentation.

Salesforce Google Workspace Customer Onboarding Data Entry Documentation Process Improvement Communication Skills

Customer Support Representative/BackOffice Support

Sendwave Remittance

Mar 2020 - Sep 2021 (1 year 6 months)

Handled high-volume customer support inquiries and payment-related cases through digital channels, maintaining 90% customer satisfaction. Investigated concerns, documented cases accurately, and escalated complex issues to appropriate teams.

Customer Support Ticket Management Problem Solving Documentation Communication Skills Multilingual