Looking for a job

Michelle Kamene Muimi

@michellekamenemuimi

Message

I resolve payment issues and deliver responsive customer support across digital channels.

Kenya

Message

What I'm looking for

I'm looking for an exciting, dynamic role where I can deliver strong customer experiences, resolve issues efficiently, drive tangible results, and grow with an organization that values innovation, continuous learning, and personal development.

At Sportserve, I support customers with deposit, withdrawal, failed transaction, declined payment, and refund inquiries through live chat and email. I use Zendesk and Avaya CCaaS to manage cases, document interactions, meet SLAs, and escalate complex or fraud-related issues.

I've also supported customers at Jumia Kenya and handled sales, marketing, social media, content creation, and client relations at Areli Motors and Real Estate. My media production background includes news, radio, writing, editing, translation, and content production, bringing clear communication and strong coordination to customer-facing work.

Experience

Work history, roles, and key accomplishments

Current

Payment Customer Support

Current

Sportserve

Jan 2024 - Present (2 years 8 months)

Provided customer support for deposit and withdrawal inquiries via live chat and email, resolving failed transactions, declined payments, and refund requests. Used Zendesk for ticket management and Avaya CCaaS for customer interactions.

Zendesk Live Chat Email Support Payment Processing SLA Management

Current

Academic and Articles Writing

Current

Simon Karanja

Feb 2018 - Present (8 years 7 months)

Authored sections of research papers and managed multiple article assignments, adhering to strict deadlines. Edited technical software reports and liaised with clients on project scope and content briefs.

Academic Writing Editing Research Client Communication

Customer Service Representative

Jumia Kenya

Dec 2022 - Jan 2024 (1 year 1 month)

Communicated with clients about product and service experiences, provided purchasing advice, and resolved complaints via live chat, email, and social media.

Customer Service Live Chat Email Support Social Media Complaint Resolution

Sales and Marketing Representative

Areli Motors and Real Estate

Oct 2021 - Nov 2022 (1 year 1 month)

Handled social media accounts, created ads, provided customer service, and created content including videography and photography. Sourced and sold cars.

Social Media Management Content Creation Videography Photography Customer Service Sales

News Producer and Presenter

Kyeni TV

Jan 2020 - Aug 2021 (1 year 7 months)

Translated news scripts between Kamba and English, sourced and scripted news, and edited video and audio. Presented shows and facilitated team development programs.

News Production Translation Video Editing Audio Editing Presenter Scripting

Radio Producer

Kenya Broadcasting Co-operation (Radio Taifa)

Jan 2018 - Jun 2018 (5 months)

Researched special and live programs, scripted and produced audio, and translated scripts from English to Kiswahili. Updated online content and blogged.

Research Scripting Audio Production Translation Content Management