maggieWachira25 User

I am a Senior Customer Support Specialist with extensive experience delivering high-quality support across SaaS, e-commerce, and enterprise environments. I focus on reducing ticket volume through root-cause analysis and improved escalation workflows.

I regularly conduct insights reviews and synthesize customer pain points for product and UX teams, helping prioritize roadmap decisions. My work bridges support operations and product to improve customer outcomes.

Previously, I supported high-volume e-commerce interactions and implemented process improvements that reduced response times and improved satisfaction. I am skilled with CRM and support tools such as Zendesk, Salesforce, and Intercom.

I seek opportunities to contribute specialized knowledge to confidential research engagements and flexible participation in surveys, interviews, and expert consultations.