Lynne Mwende

I’m a results-driven Customer Service Representative with experience in remote support, call center operations, and customer-facing roles. I handle live chat, email, and phone support while resolving customer issues, improving satisfaction, and maintaining high service standards. I’m proficient with CRM systems, ticketing tools, and remote collaboration to deliver seamless customer experiences in high-volume environments.

At Kenya Airways, I supported passengers with booking changes, cancellations, and inquiries in a high-pressure environment. I delivered real-time problem resolution, improved customer experience and retention, and guided customers through digital self-service to reduce support dependency. I also collaborated with cross-functional teams to resolve service disruptions efficiently while maintaining professionalism during peak periods.

In my previous roles, I logged and tracked customer interactions in CRM systems, resolved inquiries within SLA timelines, and coordinated on escalated complaints by identifying root causes. I’ve also supported hotel/guest service requests, managed multiple tasks while keeping service quality high, and maintained detailed documentation for smooth handoffs. I’m especially interested in customer experience and digital/remote work, including aviation and travel support.