Open to opportunities

IRENE MASAKU

@irenemasaku

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Customer Support Specialist with a passion for enhancing user experience.

Kenya

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What I'm looking for

I am seeking a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated Customer Support Specialist with over three years of experience in customer service, recently transitioning into product technical support. My commitment to customer satisfaction has helped organizations achieve a remarkable 95% customer satisfaction rate, significantly boosting customer retention. I pride myself on resolving 95% of inquiries within 24 hours through various channels, including email, chat, and phone, which fosters increased customer loyalty.

In my current role as a Product Technical Support Specialist at Assent, I engage with clients and suppliers to enhance user experience, acting as the first responder to support tickets. My responsibilities include reproducing and clearly defining product issues, managing product support queues, and ensuring optimum client satisfaction. Previously, at Influx Inc., I resolved technical issues and collaborated with cross-functional teams to enhance customer satisfaction by 25%. My experience also includes training new hires and implementing data-driven marketing strategies that resulted in increased customer flow.

Experience

Work history, roles, and key accomplishments

Current

Product Technical Support Specialist

Current

Assent

Apr 2024 - Present (1 year 2 months)

Engaged with clients and suppliers to enhance user experience, acted as a first responder to support tickets, and managed product support queues. Became an expert user of Assent applications while ensuring optimum client satisfaction.

Customer Support Technical Support Ticketing Client Engagement Problem Solving CRM Systems Communication Product Knowledge Multitasking User Experience

Customer Support Specialist

Influx Inc.

Apr 2021 - Apr 2024 (3 years)

Resolved technical issues with the ordering process, increasing customer satisfaction by 25%. Managed over 100 inquiries daily through effective multitasking and collaboration with cross-functional teams.

Customer Support Technical Troubleshooting Communication Problem Solving CRM Systems Customer Retention Team Collaboration Multitasking Order Management Customer Satisfaction

Administration Executive

The Mint Beauty Parlor

Nov 2020 - Jan 2022 (1 year 2 months)

Boosted customer satisfaction by 10% through efficient handling of inquiries and appointment scheduling. Utilized data analysis to drive marketing strategies, increasing customer flow by 15%.

Customer Service Data Analysis Scheduling Communication Customer Satisfaction Marketing Strategies Problem Solving Teamwork Operations Management

Intern

Bidco Africa

Nov 2017 - Mar 2018 (4 months)

Assisted with accounts receivable/payable, ensuring timely payment and accuracy. Utilized SAP ERP for accounting operations and managed high volume tasks with 100% accuracy.

Accounts Payable SAP Data Entry Financial Reporting Time Management Problem Solving Team Collaboration Invoice Management High Accuracy

Intern

Continental Reinsurance

Apr 2016 - Apr 2016 (0 months)

Assisted with the underwriting process, reducing processing time by 25%. Managed data entry tasks to ensure timely and accurate completion, enhancing team productivity.

Underwriting Data Entry Time Management Team Collaboration Problem Solving Communication

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Science, Financial Engineering

2013 - 2017

Bachelor of Science in Financial Engineering, focusing on the application of engineering principles and quantitative methods to finance, including risk management and investment strategies.