Open to opportunities

Mercy Manthi

@mercymanthi

Message

Customer support and sales professional driving exceptional service and revenue.

Kenya

Message

What I'm looking for

I want a customer-facing role where I can resolve technical/payment issues, generate revenue, collaborate cross-functionally, and grow into leadership while improving customer experience.

I am a results-driven customer support and sales professional with broad experience across BPO campaigns, travel services, and payments. I specialize in live chat, email, and ticket-based CRM (Salesforce) support, lead generation, appointment setting, reservations, and collections, and I consistently deliver timely resolutions and strong customer satisfaction.

I have hands-on experience troubleshooting blockchain and crypto payment issues, coordinating cross-functionally with compliance and engineering teams, and improving processes through documented insights and QA feedback. I bring proven performance in outbound sales, relationship management, and delivering tailored travel solutions, and I seek opportunities to enhance customer experience while driving business growth.

Experience

Work history, roles, and key accomplishments

Current

L1 Support Specialist

Current

SupportYourApp BPO

Jul 2024 - Present (1 year 2 months)

Provide multi-channel L1 support for crypto payments and wallets, troubleshooting delayed blockchain confirmations, failed card transactions, and KYC issues while escalating high-priority incidents to engineering and compliance.

Customer Support Salesforce Crypto Payments Troubleshooting KYC Ticketing

Precheck Specialist

Emerging Travel

Jul 2023 - Jul 2024 (1 year)

Verified reservations and inventory to prevent booking errors, managed special requests and billing discrepancies, and collaborated with teams to resolve pre-arrival issues while consistently meeting guest satisfaction metrics.

Inventory Control Customer Service CRM Cross Functional Collaboration Quality Assurance

Executive Assistant

Labusa Travel

Mar 2024 - May 2024 (2 months)

Managed end-to-end travel bookings and client relationships, designed tailored itineraries, handled documentation and payments, and maintained CRM records to drive repeat business and seamless travel experiences.

CRM Client Relations Visa Passport Guidance Itinerary Design

Cold Caller / Appointment Setter

Call Center Doctors

Apr 2023 - Jun 2023 (2 months)

Conducted outbound calls to generate and qualify leads for solar solutions, educated prospects on benefits, and scheduled consultations to support sales pipeline growth.

Cold Calling Lead Qualification Appointment Setting CRM Product Knowledge Objection Handling

Appointment Setter

Salaria Sales Solutions

Dec 2022 - Mar 2023 (3 months)

Performed outbound outreach to generate and qualify leads, scheduled meetings for sales reps, and maintained CRM records to improve conversion and pipeline tracking.

Outbound Calling Outbound Outreach Lead Qualification Scheduling CRM Management Performance Tracking

Reservations and Sales Agent

Spirit Airlines Campaign (CCI BPO)

Nov 2021 - Dec 2022 (1 year 1 month)

Provided multi-channel passenger support for bookings, modifications, and disruptions, resolved payment and baggage issues, and promoted airline products to enhance customer experience.

Customer Support Ticketing Upselling CRM

Customer Service Representative

Shutterfly Campaign (CCI BPO)

Oct 2020 - Oct 2021 (1 year)

Delivered technical and order support across channels, resolved account and fulfillment issues, and collaborated with product and IT teams to reduce escalations and improve platform reliability.

Technical Support Order Management Multichannel Support Troubleshooting Escalation Management Upselling CRM

Collections Agent

Flash Pesa

Sep 2019 - Oct 2020 (1 year 1 month)

Managed collections for overdue accounts, negotiated repayment plans, resolved billing disputes, and escalated high-risk cases while reporting trends to improve recovery efforts.

Collections Negotiation Client Communication Reporting Account Management