Open to opportunities

Meshack Mwangangi

@meshackmwangangi

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Results-driven Customer Experience Professional with over 5 years of experience.

Zimbabwe

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What I'm looking for

I am looking for a role that fosters collaboration, values customer satisfaction, and offers opportunities for professional growth.

I am a results-driven Customer Experience Professional with over 5 years of progressive experience in customer support, team supervision, performance management, and fraud prevention. My proven ability to enhance service quality and drive KPI improvements has been instrumental in my career. I have a strong foundation in mathematics and computer science, focusing on data analysis and operational efficiency.

In my recent role as a Moderation Quality and Performance Supervisor at SDG, I assessed daily operations to ensure adherence to quality standards and fostered a collaborative environment aimed at exceptional customer service. I utilized quality monitoring systems to analyze performance and generated reports for management review, devising strategies to enhance productivity and efficiency.

My experience as a Fraud Prevention Specialist and Customer Satisfaction Associate has equipped me with the skills to identify and analyze fraud trends, ensuring trust and safety on our platforms. I am passionate about continuous service optimization and thrive in fast-paced, customer-centric environments.

Experience

Work history, roles, and key accomplishments

Moderation Quality and Performance Supervisor

SDG

Oct 2022 - Apr 2025 (2 years 6 months)

Assessed daily operations to ensure adherence to company quality standards and fostered a collaborative environment aimed at enhancing customer service. Managed workforce schedules and utilized a quality monitoring data management system to monitor performance at individual and team levels. Generated and analyzed internal quality reports for management review, created performance dashboards, and d

Quality Assurance Performance Management Data Analysis Team Leadership Workforce Management Process Improvement Customer Service Reporting Strategic Planning

Fraud Prevention Specialist

Social Discovery Group Ltd

Jun 2022 - Oct 2022 (4 months)

Performed Iovation checks, advanced profile checking, and account verification to ensure trust and safety on company sites. Identified, reviewed, and analyzed fraud trends and techniques, and conducted payment reviews across various platforms. Reviewed help requests and reports to maintain site integrity.

Fraud Prevention Risk Analysis Payment Processing Trust and Safety Compliance Reporting Problem Solving Security

Customer Satisfaction Associate/Ecom Services

SDG

Jan 2022 - Jun 2022 (5 months)

Reviewed and regulated user-generated content, responding to support inquiries and executing support tasks. Monitored and evaluated written user content on profiles for moderation and screened user-submitted photos to ensure compliance with guidelines. Addressed online help requests promptly and effectively.

Content Moderation Customer Support Compliance Online Help Problem Solving Communication Data Entry Quality Assurance Digital Media

Customer Care Specialist / Satellite TV Co

Horizon Contact Center

Jan 2021 - Dec 2021 (11 months)

Handled inbound and outbound calls, addressing customer inquiries, resolving issues, and providing product information. Processed orders, offered technical support, and identified upselling opportunities. Managed back-office inquiries including data entry, documentation, research, and quality assurance.

Customer Care Inbound Outbound Calling Technical Support Data Entry Quality Assurance Sales Communication CRM Software

Sales Intern

AIM Global

Jun 2016 - Aug 2018 (2 years 2 months)

Generated leads and consistently met or exceeded sales goals. Negotiated contracts with prospective clients and helped determine pricing schedules for quotas, promotions, and negotiations. Prepared weekly and monthly reports and delivered sales presentations to a range of prospective clients.

Lead Generation Sales Negotiation Client Management Reporting Presentation Business Development Market Research Communication

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Science, Mathematics and Computer Science

Grade: Second division award

Gained a comprehensive understanding of statistics and computer science. Awarded a second division for academic performance.

Kitui High School

High School Certificate, General Studies

Grade: Grade B

Completed high school education, focusing on academic subjects and personal development. Achieved a Grade B in the Kenya Certificate of Secondary Education.