Ian Kimani

I am a Customer Support Advocate with experience supporting international customers in high-volume environments across chat, email, and phone channels. I resolve customer issues efficiently while maintaining strong performance in CSAT, NPS, and First Contact Resolution.

I am tech-savvy and adaptable, with hands-on experience using Zendesk and CRM systems to manage tickets, track issue resolution, and maintain detailed, accurate records for efficient case follow-up. I troubleshoot billing, account, and service-related issues while keeping communication clear, timely, and professional.

I bring strong communication and empathy, including familiarity with church environments and mission-aligned customer support for faith-based users. Alongside customer care, I have strengthened my written communication as a Freelance Online Writer, and I contribute to team collaboration through my RnR Committee role at CCIGlobal.