Open to opportunities

justin Mogire

@justinmogire

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Dedicated Customer Support Associate with expertise in data-driven solutions.

Kenya

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What I'm looking for

I am looking for a role that fosters growth, values collaboration, and emphasizes customer satisfaction.

I am a dedicated and results-oriented Customer Support Associate with a strong background in supplier communication, compliance assistance, and CRM systems. My experience includes managing high-volume inbound and outbound calls, resolving customer and supplier issues, and guiding users through complex processes with clarity and professionalism. I have a proven track record of ensuring data accuracy, improving service workflows, and exceeding performance metrics in both BPO and tech-enabled environments.

Complemented by my background in data analytics and biostatistics, I leverage data-driven decision-making to optimize services and enhance customer experiences. I am adaptable and collaborative, committed to delivering exceptional support. My key achievements include reducing response times by 40% through workflow redesign and increasing compliance documentation returns by 35% through targeted outreach campaigns.

Experience

Work history, roles, and key accomplishments

LLM Researcher

Perceive Now Inc.

Jun 2024 - Present (1 year 1 month)

Supported customer experience teams by synthesizing LLM-generated feedback and flagging usability issues. Analyzed support patterns and generated insights to improve self-service documentation.

LLM Customer Experience Data Analysis Usability Testing

Lead Researcher

Remotask

Jul 2022 - Present (3 years)

Contributed to the automation of customer support response flows using AI models. Assisted in interpreting interaction data to uncover support pain points and supplier behavior patterns.

Customer Support Automation

Customer Service Associate

Techno Brain BPO ITES Ltd.

Mar 2022 - Present (3 years 4 months)

Handled over 150 daily calls, resolving supplier and customer issues across various sectors. Maintained a 99% accuracy rate in validating documentation and inputting data into CRM systems.

Customer Support CRM Systems Data Validation

Research Assistant

Tifaa Co.

Mar 2022 - Present (3 years 4 months)

Conducted quality audits of customer service calls, identifying areas for agent improvement. Delivered coaching and performance feedback to BPO agents, increasing call satisfaction scores by 20%.

Audit Customer Service BPO Reporting

Education

Degrees, certifications, and relevant coursework

University of Eldoret

Bachelor of Science, Applied Statistics with Computing

Studied Applied Statistics with Computing, gaining expertise in data analysis and statistical methods. Developed skills in using various statistical tools and applying computational techniques to real-world problems.

Udemy

Certificate, Project Management

Completed a course in Project Management with Jira, focusing on agile methodologies and project tracking. Gained practical skills in managing tasks, workflows, and team collaboration using Jira.