Natasha Cecky
@natashacecky
I resolve high-volume customer issues across email, live chat, and inbound calls.
KenyaWhat I'm looking for
At Sendy, I supported customers and partners across email, live chat, and phone, resolving 60+ complex tickets daily while maintaining a 96% CSAT score and 98% QA score.
I've handled account updates, service requests, delivery issues, refunds, billing disputes, and account-access concerns using Zendesk, CRM databases, and internal systems. I document platform bugs clearly and escalate complex cases to product, operations, dispatch, and senior IT teams for resolution.
With a Computer Science background and IT support experience at Kenyatta National Hospital, I translate technical problems into clear, actionable guidance for non-technical users. I'm comfortable working independently in remote support environments and meeting strict SLA, KPI, accuracy, and quality targets.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Sendy
Oct 2025 - Jun 2026 (8 months)
Resolved 60+ complex tickets daily across email, live chat, and phone with a 96% CSAT score. Managed account updates and escalations, maintaining a 98% QA score.
Customer Service Representative
d.light Company Solutions
Aug 2024 - Sep 2025 (1 year 1 month)
Guided non-technical customers through hardware and payment troubleshooting, reducing return rates. Resolved billing disputes and managed remote ticket queues.
IT Support Intern
Kenyatta National Hospital
May 2024 - Aug 2024 (3 months)
Diagnosed software access issues in electronic health record systems while maintaining data privacy. Translated technical issues for medical staff and escalated high-priority network issues.
Education
Degrees, certifications, and relevant coursework
Udemy
Certification, Customer Service
2025 - 2025
Earned a certification in Customer Service and Zendesk, enhancing skills in customer support and ticketing systems.
ALX Africa
Professional Foundation Program, Professional Development
2024 - 2024
Completed a professional foundation program focusing on remote collaboration tools, digital literacy, data management, and agile problem solving.
Daystar University
Bachelor of Technology, Computer Science
Pursued a Bachelor of Technology in Computer Science, gaining foundational knowledge in computing and technology.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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