Looking for a job

Jermaine Musili

@jermainemusili

Message

I resolve complex customer issues across multichannel support while improving retention and service performance.

Kenya

Message

What I'm looking for

I'm looking for a customer support or customer experience role where I can resolve complex customer issues, protect customer relationships, improve service performance, and contribute in a metrics-driven multichannel environment.

At Shipt HQ, I resolve escalated Level 1 and Level 2 customer queries across phone and email while sustaining 98% SLA compliance and a 4.5/5 CSAT score. I also reduce repeat billing and order contacts through proactive follow-up and root-cause investigation.

I've supported customers at Spirit Airlines, CCI Kenya, and Juice Mami across bookings, refunds, billing, retention, and social media support. I bring hands-on experience with Salesforce, Zendesk, and ServiceNow, combining accurate CRM documentation with de-escalation, upselling, and customer relationship protection.

Experience

Work history, roles, and key accomplishments

Current

Senior Support Specialist

Current

Shipt HQ

May 2026 - Present (4 months)

Resolved escalated Level 1 and Level 2 customer queries across phone and email, maintaining 98% SLA compliance and a 4.5/5 CSAT score. De-escalated high-risk situations, maintained CRM data integrity, and generated incremental revenue through upselling and cross-selling.

Customer Service SLA Compliance CSAT CRM Salesforce Upselling Cross Selling De escalation Active Listening Data Integrity

Current

Volunteer Coordinator & Communication Support

Current

UN Volunteers (ESARO)

Mar 2023 - Present (3 years 6 months)

Coordinated scheduling logistics for UN Volunteers (ESARO) and supported fundraising drives for OneChild Africa. Established field-to-regional communication channels for RedHelp Africa, ensuring accurate donor database management and weekly reporting.

Volunteer coordination Scheduling Fundraising Communication Skills Database Management Reporting

Customer Support Specialist

Spirit Airlines

Oct 2025 - May 2026 (7 months)

Managed 90-110 inbound and outbound customer contacts daily across bookings, cancellations, ticket adjustments, and refunds, achieving 98% SLA compliance and 95% CRM database accuracy. Resolved complex billing issues and increased ancillary revenue through proactive recommendations.

Customer Service SLA Compliance CRM Zendesk Billing Refunds Upselling Cross Selling Data Accuracy

Email Handler & Customer Support Specialist

CCI Kenya

Jul 2025 - Oct 2025 (3 months)

Resolved high-volume Level 1 customer cases across email and social media, using internal knowledge bases to deliver accurate resolutions. Supported multichannel operations for the Sharper Image account, liaising with FedEx and UPS logistics partners.

Customer Service Email Support Social Media Support Knowledge Base Logistics Coordination Warranty Claims Refunds Compliance

Customer Retention Associate

Juice Mami

Jan 2025 - Jun 2025 (5 months)

Protected at-risk customer relationships by applying empathy, active listening, and objection-handling techniques. Maintained accurate loyalty and retention databases and processed POS transactions in adherence to anti-fraud procedures.

Customer Retention De escalation Active Listening Objection Handling Loyalty Programs POS Transactions Fraud Prevention

Office Assistant

Tedro Africa

Dec 2023 - Aug 2024 (8 months)

Increased document retrieval and archiving efficiency by 40% by reorganizing filing frameworks. Managed executive calendars and drafted official business correspondence, ensuring smooth operations and professional communication.

Document Management Archiving Calendar Management Procurement Business correspondence