Martin Maundu

I've led frontline customer support operations at Nakama Tech, coordinating workflows across shifts and time zones to keep case handling consistent.

I take ownership of escalated disputes, de-escalate high-pressure situations, and protect customer relationships through fair, timely, customer-first resolutions. I also use CRM case logs, resolution times, and satisfaction scores to identify recurring issues and improve service quality.

At Zuku Fiber, I resolved multi-channel customer complaints with empathy and clear follow-through while consistently meeting or exceeding response-time, resolution-rate, and customer-satisfaction KPIs.

I'm comfortable coaching agents, closing product-knowledge gaps, maintaining accurate CRM records, and building loyalty through active listening and tailored guidance.