Munga John

Managed customer support across chat and email using Jira, hPanel, and Kodedesk, handling up to 35 concurrent conversations per shift while maintaining 85–92% CSAT. Supported billing, invoices, refunds, domains, DNS, and email-hosting issues, and documented cases for cross-functional resolution.

Performed remote network diagnostics, guided customers through modem and router troubleshooting, and managed 60+ voice calls and 180+ live chats per shift while maintaining 92% SLA compliance. Achieved 75% First Contact Resolution rate and used ICON CRM for ticket management and invoicing.

Managed full-cycle customer and merchant support using Salesforce and Sprinklr CRM, handling Sales, refunds, delivery issues, and escalations. Achieved 97% KPI attainment and conducted proactive outbound follow-ups with corporate clients.

Managed end-to-end support for corporate and retail accounts, handling technical, billing, and account issues within SLA and regulatory standards. Processed 80+ daily interactions via inbound and outbound channels and maintained 90%+ SLA adherence.

Completed a Diploma in Customer Service through Alison Online Learning in 2025.

Completed a course in Business Communication: Fundamentals of Business Writing through Alison Online Learning in 2025.

Earned a Customer Service Certificate from Horizon Contact Centres in 2017.

Completed a Diploma in Graphics and Design from Webbs Institute of Technology in 2013.