Open to opportunities

Nancy Aluoch

@nancyaluoch

Message

I am a customer support specialist expert in CRM-driven technical troubleshooting.

Kenya

Message

What I'm looking for

I seek a hands-on customer support role using CRM tools and technical troubleshooting in a collaborative team that values continuous learning and offers growth into client success or data-focused roles.

I am a motivated customer service professional with over two years of experience delivering top-tier support across phone, email, and chat.

I have worked with CRM platforms such as Zoho CRM and Sage to manage high volumes of customer interactions, and I have provided troubleshooting guidance while collaborating with cross-functional teams to resolve escalations.

At Apollo Agriculture I verified system data accuracy, managed inquiries, documented processes, and conducted training to improve data handling; I also supported field agents and helped streamline service requests.

I hold certificates in Digital Customer Service and Data Management and I seek roles where I can apply CRM expertise, improve customer satisfaction, and grow into client success or data-focused positions.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Pesapal

Sep 2024 - Present (11 months)

Delivered multi-channel customer support via phone, email, and chat; used Zoho CRM and Sage to troubleshoot issues and coordinate escalations for timely resolution.

Zoho Customer Support Troubleshooting Phone Support Email Support Live Chat Escalation Management

Data Verification Agent

Apollo Agriculture

Jan 2023 - Sep 2024 (1 year 8 months)

Reviewed and verified system data accuracy, managed inquiries and escalated discrepancies, and documented processes to improve data quality and operational efficiency.

Data Verification Data Management CRM Training Communication Quality Assurance

Customer Service Representative

ICS Technical College

Jun 2022 - Dec 2022 (6 months)

Resolved customer complaints, handled administrative tasks and report generation, and proposed process enhancements to maintain high satisfaction levels.

Customer Service Complaint Handling Administrative Support Process Improvement Communication

Customer Service Field Agent

Apollo Agriculture

Dec 2021 - May 2022 (5 months)

Monitored and supported service request completion, built relationships with field agents, documented interactions, and coordinated with teams to resolve customer concerns.

Field Support Customer Service Relationship Building Documentation Reporting

Education

Degrees, certifications, and relevant coursework

Laikipia University

Bachelor of Science, Chemistry and Zoology

2016 - 2021

Earned a Bachelor of Science in Chemistry and Zoology at Laikipia University from September 2016 to August 2021, completing coursework and laboratory training in chemical and biological sciences.