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irene mayende

@irenemayende

Customer and learner support professional at ALX Africa, resolving inquiries across channels and managing Freshdesk tickets.

Kenya

Message

What I'm looking for

I'm looking to contribute to a high-growth, remote team where I can support customers and learners and help resolve issues.

At ALX Africa, I provide learner support through WhatsApp, email, virtual sessions, and calls. I manage Freshdesk tickets, help learners with onboarding and platform access, and follow up proactively on inquiries and support issues.

At Boma Banda (VacationRental Management), I supported guests across 20+ properties managed on Airbnb and achieved a consistent 95% guest satisfaction rate. I used Guesty to manage reservations and track issues, and coordinated with hosts and service teams to resolve guest concerns.

Experience

Work history, roles, and key accomplishments

Current

Community & Hub Operations

Current

ALX Africa

Jan 2026 - Present (9 months)

Provide multi-channel support via WhatsApp, email, virtual sessions, and calls, resolving learner inquiries and support issues. Manage support tickets and maintain accurate learner records using Freshdesk.

Freshdesk WhatsApp Email Video Sessions Ticket Management CRM Onboarding Event Coordination Reporting Presentation Skills

Guest Support Agent & Operations Coordinator

Boma Banda

Jan 2024 - Dec 2025 (1 year 11 months)

Provided comprehensive guest support for a portfolio of 20+ properties managed on Airbnb, achieving a consistent 95% guest satisfaction rate. Handled inbound inquiries across the pre-arrival, in-stay, and post-stay customer journey.

Guest Support Airbnb Guesty Reservation Management Client Communication Issue Resolution Maintenance Coordination Booking Management Calendar Sync

Customer Support & Booking Administrator

HopeWorldWide

May 2023 - Dec 2023 (7 months)

Delivered professional customer support through phone, email, and live chat, handling inquiries and service-related concerns. Managed customer information and support records using Zendesk and Freshdesk.