Open to opportunities

Immachu Lata

@immachulata

Message

I’m a Customer Support Specialist with 3+ years resolving inquiries via phone, email, and chat.

Kenya

Message

What I'm looking for

I’m looking for a customer support role where I can resolve issues across channels, keep CRM records accurate, escalate complex cases effectively, and contribute to faster service-level outcomes with empathetic communication.

I’m a Customer Support Specialist with 3+ years of experience resolving customer inquiries by phone, email, and digital platforms across contact centre, real estate, and retail environments. I manage support tickets, update CRM and customer records accurately, and escalate complex issues to the right internal teams to protect service-level standards.

I’m trusted for professional, efficient, and empathetic communication in high-volume settings. I guide customers through booking and account access workflows, handle complaints with critical thinking and problem-solving, and identify recurring concerns to improve support documentation and customer outcomes.

I bring strong customer relations skills—active listening, tailored follow-up, and clear explanations of product or service details—so customers move from initial inquiry to resolution with confidence. I’m available to support US-based teams and time zones, bringing a consistent record of accuracy, confidentiality, and multitasking.

Experience

Work history, roles, and key accomplishments

Contact Centre Agent

CCI Kenya

Sep 2025 - Jun 2026 (9 months)

Managed customer support tickets and handled approximately 40 inbound calls daily for bookings, changes, cancellations, and account access. Resolved complaints and order-related issues, guided customers on booking platforms, and escalated complex technical/service issues to internal teams.

Customer Support Inbound Calls Escalation Handling Complaint Resolution Phone Support Booking Platform Guidance Problem Solving Critical Thinking Confidentiality Multitasking Zendesk Salesforce Amazon Connect

Customer Relations Specialist

MyHome Ventures Real Estate

Dec 2022 - Oct 2023 (10 months)

Responded to customer inquiries by phone and maintained accurate customer interaction records in company systems. Identified client needs through active listening and provided tailored follow-up, including explaining property listings and service details through to resolution.

Phone Support Active Listening Client Relations Customer Satisfaction Follow up Property Listing Explanation

Personal Assistant

MyHome Ventures Real Estate

Dec 2022 - Oct 2023 (10 months)

Managed executive calendars, appointments, meetings, and travel arrangements to support efficient scheduling. Provided administrative and customer-facing assistance for client meetings and company events while maintaining confidentiality and accuracy with records and correspondence.

Appointment Coordination Appointment Scheduling Travel Arrangements Administrative Support Customer Facing Confidentiality

Customer Service Rep & Cashier

Rene-Merch Company Limited

Sep 2021 - Sep 2022 (1 year)

Assisted customers with product inquiries, order issues, and purchasing decisions across in-person and phone channels. Maintained accurate customer and transaction records, contributing to a 20% increase in customer retention, and collaborated with the sales team to improve service processes.

Customer Service Phone Support Cashier Duties Transaction recording Customer Retention Problem Solving