Open to opportunities

mercy Mkimbo

@mercymkimbo

Message

Customer Support Specialist combining IT support and AI passion to improve customer outcomes.

Kenya

Message

What I'm looking for

I’m looking for remote opportunities where I can deliver customer support and IT/technical troubleshooting, use AI-driven solutions to improve service efficiency, and grow in AI-related roles in fast-paced teams focused on targets.

I’m a results-driven customer support professional with over 7 years of Customer Education experience in BPO, sales, tele-collections, and technical support. I handle high-volume customer interactions and resolve complex issues across phone, email, and chat, consistently meeting performance targets while delivering excellent customer experiences.

Since February 2023, I’ve worked as a Computer Technician providing onsite and remote technical support, installing and configuring software solutions, and training users to improve adoption and satisfaction. Previously, I delivered strong outcomes as a Customer Care Representative (maintaining 70% sales performance, contributing to a 20% increase in volume) and as a Collections Officer by reducing delinquency through consistent follow-up—while also building long-term client relationships. With a Diploma in Information Technology and certifications in Machine Learning and Artificial Intelligence, I’m open to remote opportunities in customer support, technical support, and AI-related roles.

Experience

Work history, roles, and key accomplishments

Computer Technician

Riset Software & Systems Ltd

Feb 2023 - Mar 2026 (3 years 1 month)

Provide onsite and remote technical support to clients, installing and configuring software solutions. Train users on system functionality and resolve technical issues to maintain high customer satisfaction.

Technical Support Installation System Configuration Troubleshooting User Training Customer Support Remote Support Incident resolution

Customer Care Representative

Platinum Credit Limited

Dec 2020 - Jan 2023 (2 years 1 month)

Handled high-volume inbound and outbound calls, educating customers on products, policies, and promotions while meeting and exceeding individual and team sales targets. Prepared customer reports for management and improved retention; maintained 70% sales performance, contributing to a 20% increase in volume while strengthening customer satisfaction.

Customer Support Sales Target Achievement Customer Education Customer Retention Inbound Calls Promotion

Collections Officer

XGO Limited

Mar 2017 - Oct 2020 (3 years 7 months)

Conducted outbound calls to follow up on overdue accounts and negotiated payment plans professionally and empathetically. Updated and maintained accurate customer records and reduced delinquency through consistent follow-up.

Collections Outbound Calling Delinquency

Receptionist

Yawezekana Sacco

Feb 2016 - Feb 2017 (1 year)

Managed front-desk operations and handled visitor inquiries in a high-traffic environment. Directed clients and maintained office communication systems while delivering professional service.

Front Desk Operations Customer Service Professional Services

Sales Marketing Assistant

Safaricom PLC

Dec 2014 - Apr 2015 (4 months)

Supported brand activation campaigns by educating customers about products and services. Assisted in planning and evaluating marketing events to support sales and customer engagement.

Brand Activation Customer Education Sales Support Marketing Events Customer Engagement