Looking for a job

jane magiri

@janemagiri

I’m a creative, curious problem-solver with a talent for understanding people. Consistently excelling in customer-facing and sales roles

Kenya

Message

What I'm looking for

I’m looking for a remote customer operations/customer experience role where I can own the full journey, improve conversion and satisfaction, and keep learning new tools—CRMs, AI tools, and business workflows.

I’m the person you want when things need to be handled properly and customers need to feel heard. I have 5+ years of experience across customer support, appointment setting, sales, admin, operations, and remote assistance. I’ve handled everything from troubleshooting devices and resolving payment issues to coordinating technicians, managing enquiries, scheduling appointments, and keeping business tasks moving. I learn quickly, communicate well, and I’m comfortable figuring things out instead of waiting around for someone to tell me every step.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Specialist

Current

24 Hours Group

Sep 2025 - Present (10 months)

Coordinated roadside assistance end-to-end, partnering with customers, local service providers, and internal teams to complete jobs smoothly. Converted inbound enquiries into completed jobs and managed multi-channel customer interactions while keeping accurate records and timely follow-ups.

Roadside Assistance Appointment Scheduling Customer Support CRM Systems SMS Email Google Ads Facebook Zoom Workplace

Subject Matter Expert / Mentor

Metro by T-Mobile

Jan 2024 - Jul 2025 (1 year 6 months)

Handled high-volume live chat and email queues, specializing in tier 2 billing escalations and technical troubleshooting. Mentored new hires and maintained compliance and confidentiality standards for sensitive customer data.

Live Chat Email Support Tier 2 Billing Escalation Technical Troubleshooting First Call Resolution Mentor Compliance Confidentiality CRM Systems

Customer Service Agent

T-Mobile (US Prepaid)

Oct 2023 - Jan 2024 (3 months)

Provided billing, account, and technical support to U.S. prepaid customers across high call volumes, troubleshooting remotely on customers’ devices. Documented interactions in CRM systems and helped resolve issues while meeting quality and SLA targets.

Billing Support Account Support Technical Troubleshooting Customer Service CRM Systems De escalation Secure Payment Corrections Data Protection SLA Management

Sales & Service Representative

Travel Pass Group

Feb 2023 - Oct 2023 (8 months)

Managed inbound and outbound calls to guide customers through bookings, pricing, and service options across multiple time zones. Improved call-to-booking conversion through needs-based communication.

Inbound outbound calling Customer Support Booking Coordination Sales Qualification Call To Booking Conversion

Customer Communication & Support

Richlife Service Maintenance and Repairs

Supported customer communication across phone, email, WhatsApp, and social platforms, ensuring timely and accurate responses. Created service visual guides and helped small businesses manage inboxes, track enquiries, and follow up with customers.

Customer Communication Management Phone Support Email Support Social Media Support Visual Guides and Service Graphics Inbox Management Follow up Customer Service

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor of Hospitality & Tourism Management, Hospitality & Tourism Management

2018 - 2023

Activities and societies: Relevant coursework: Customer Relationship Management, Marketing, Human Resource Management, Research & Strategy.

Earned a Bachelor of Hospitality & Tourism Management from Kenyatta University from 2018 to 2023. Coursework covered customer relationship management, marketing, human resource management, and research & strategy.