Open to opportunities

Linnet Mwangi

@linnetmwangi

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Dedicated support specialist with eight years of customer service experience.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction, offers growth opportunities, and fosters a collaborative team environment.

I am a dedicated and results-driven support specialist with eight years of experience in customer service. My expertise lies in ownership and collaborative problem-solving, allowing me to effectively handle customer inquiries, resolve payment discrepancies, and manage complaints. I am proficient in ticket management and documentation, ensuring accurate record-keeping to enhance service delivery.

Throughout my career, I have demonstrated strong situational awareness and escalation management skills, enabling me to assess, prioritize, and escalate critical issues for timely resolution. My analytical thinking allows me to identify and implement actionable solutions, delivering precise, customer-focused responses that align with internal guidelines. I thrive in both independent and collaborative environments, working within cross-functional teams to achieve operational excellence and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Senior Support Representative

Current

NALA

Nov 2022 - Present (2 years 6 months)

As a Senior Support Representative, I handle customer inquiries and disputes related to payments, investigate discrepancies, and provide timely responses. I serve as a subject matter expert, mentor new agents, and troubleshoot app issues while ensuring compliance with regulatory requirements.

Customer Service Zendesk Salesforce Intercom Jira Mentoring Compliance Troubleshooting Communication

Call Center Manager

Millionaires Gaming Africa

Jul 2021 - Apr 2022 (9 months)

Managed a team of call center agents, overseeing performance, coaching on customer service techniques, and ensuring operational efficiency. Responsible for monitoring customer interactions and addressing complaints while liaising with management and external stakeholders.

Team Management Customer Service Performance Monitoring Coaching Communication Jira

Customer Service Team Lead

Playhub Limited

Aug 2020 - Jun 2021 (10 months)

Led a customer service team, providing testing support for new products, managing agent performance, and drafting promotions. Conducted training for new agents and prepared reports on department KPIs.

Team Leadership Customer Support Reporting Training Promotion Drafting KPIs Communication Ticketing Systems

Customer Service Team Leader

Gamcode Ltd

Mar 2019 - Oct 2019 (7 months)

Supervised call center operations, ensuring quality assessments of agent responses and accurate record-keeping. Managed workload allocation and identified areas for business improvement.

Customer Service Communication Performance Monitoring Record keeping

Customer Service Representative

Betin Kenya

Sep 2016 - Jan 2019 (2 years 4 months)

Responded to customer inquiries via phone, email, and live chat, maintaining knowledge of products and services. Ensured customer satisfaction through effective communication and support.

Product Knowledge Communication Customer Satisfaction Problem Solving Service Policies Live Chat Support Email Support

Education

Degrees, certifications, and relevant coursework

Maseno University

Bachelor's Degree, Sociology with Information Technology

2011 - 2015

Completed a Bachelor’s Degree in Sociology with Information Technology, focusing on the intersection of social sciences and technology, preparing for a career in customer service and support.