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Maylee Nyapela

@mayleenyapela

Message

Customer service specialist driving high CSAT, user retention, and scalable support processes.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can improve user retention and CSAT, work cross-functionally, use analytics to reduce issues, and grow into greater responsibility.

I am a customer service specialist with hands-on experience in multi-channel support, Zendesk, Beehive and SaaS-based platforms, focused on delivering exceptional user experiences and measurable results.

I have driven significant improvements including a 40% reduction in response time, a 25% increase in user retention, and sustained CSAT scores above 97% by proactively resolving issues and collaborating with cross-functional teams.

My background includes roles in call centers and data-driven customer success, where I combined empathy, analytics and process optimization to boost revenue, close pending deals, and improve product-related outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

Teleperformance

Sep 2021 - Present (4 years 1 month)

Implemented multi-channel support and Zendesk workflows that reduced response time by 40% and contributed to a CSAT over 97%, while increasing user retention by 25% through proactive support.

Zendesk CRM Jira Five9 Google Workspace