Margaret Wang'ati
@margaretwangati
Customer support professional with 3+ years resolving complex issues and improving SLA-driven service metrics.
KenyaWhat I'm looking for
I’m a customer service professional with 3+ years of front-line experience in high-volume contact-centre environments. I resolve complex product and billing issues across voice, chat, and email while keeping communication clear, empathetic, and grounded in issue ownership.
I’m known for improving service outcomes and sustaining quality under pressure by tracking NPS, CSAT, FCR, and AHT. I use disciplined troubleshooting, thorough documentation in CRM ticketing systems, and root cause analysis to prevent recurrence—and I’m comfortable reproducing bugs from support tickets and working with engineering to drive resolution.
In my current role, I also manage real-time queue health, step in on escalations, and ensure consistent knowledge through knowledge base authoring and internal FAQs. I’ve led improvements like an 18% AHT reduction and helped coach teams to strong results, including Wave 80 earning a #1 ranking.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
CCI Kenya (Metro by T-Mobile)
Jun 2025 - Present (1 year)
Provided end-to-end customer support across voice, chat, and email while managing 24/7 queue health and SLA adherence. Reduced team AHT by 18% (1,000 to 820 seconds) while maintaining quality scores (NPS, CSAT, FCR).
Senior Customer Service Agent
CCI Kenya (Metro by T-Mobile)
Jan 2024 - May 2025 (1 year 4 months)
Served as the escalation contact for complex and sensitive cases, using structured de-escalation to achieve first-contact resolution. Mentored new hires and improved cohort performance, helping Wave 80 reach #1 with NPS 65 to 70, CSAT 8.9 to 9.12, and FCR 70% to 72%.
Customer Service Agent
CCI Kenya (Metro by T-Mobile)
Jun 2022 - Dec 2023 (1 year 6 months)
Delivered high-volume inbound support across voice and digital channels, consistently meeting SLA targets. Diagnosed product and billing issues using root-cause analysis and documented outcomes in CRM to support audit and quality review.
Education
Degrees, certifications, and relevant coursework
CCI Kenya
Young Leaders Immersion Programme (YLIP) Certificate, Professional Development / Leadership
Completed the Young Leaders Immersion Programme (YLIP) at CCI Kenya as a professional development and operational leadership program.
Zenith Computer College
Computer Packages Certification, Computer Packages
Completed a Computer Packages certification program at Zenith Computer College.
Rungiri High School
Kenya Certificate of Secondary Education (KCSE), Secondary Education
Completed secondary education at Rungiri High School and earned the Kenya Certificate of Secondary Education (KCSE).
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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