Levis Munene

I’m a customer service and technical support professional who enjoys solving problems quickly across live chat, email, and ticketing. I’m also data-minded, using tools like Excel and Power BI to turn information into decisions that improve performance.

In recent roles, I’ve delivered responsive multi-channel support using Zendesk and Intercom, managed knowledge bases (FAQs and user guides), and used HubSpot CRM to track interactions and keep customer experiences consistent. I’ve also supported onboarding by handling account setup and configuration for accurate data entry.

I bring measurable impact from process improvement: in technical support, I collaborated on SOPs that reduced ticket resolution time by 20%, achieved a 95% customer satisfaction rating, and helped transition from chat-only support to a combined chat and email model, increasing support capacity by 30%.

Alongside support work, I’ve built skills in data analysis and reporting, including SQL for querying relational databases. I’m motivated to keep raising quality through system testing, structured follow-ups, and continuous feedback loops.