Looking for a job

Newton Mwirigi

@newtonmwirigi

Message

I resolve high-volume customer inquiries using Zendesk, data analysis, and empathetic support.

Kenya

Message

What I'm looking for

I'm looking for a customer support or research support role where I can resolve complex inquiries, improve service processes, use data to identify trends, and contribute to a collaborative, customer-focused team.

I've supported customers and research participants across CCI Global, Infotrak Research & Consulting, and Village Children’s Home. At CCI Global, I managed hundreds of weekly inbound and outbound inquiries through Zendesk while maintaining strong CSAT and resolution performance.

I combine active listening, conflict resolution, and analytical spreadsheet work to resolve issues, protect data integrity, and improve support processes. My BSc in Economics and Mathematics strengthens my data-driven approach to customer care and research support.

Experience

Work history, roles, and key accomplishments

Customer Care Representative

CCI Global

Apr 2024 - Aug 2026 (2 years 4 months)

Managed and resolved hundreds of inbound and outbound customer inquiries weekly using Zendesk omnichannel support. Maintained high CSAT scores and reduced ticket resolution times, while collaborating with team leads to improve routing efficiency.

Zendesk CRM Systems Customer Retention Active Listening Conflict Resolution Data Analysis

Research & Support Assistant

Infotrak Research & Consulting

Jan 2023 - Mar 2024 (1 year 2 months)

Conducted structured telephone interviews and customer outreach to gather data-driven insights. Maintained data integrity through strict statistical protocols and organized survey data using spreadsheets to present trends to supervisors.

Data Collection Data Analysis Google Workspace Survey Design

Center Support & Care Coordinator

Village Children's Home

Apr 2022 - Dec 2022 (8 months)

Managed daily administrative inquiries, communication logs, and stakeholder updates. Coordinated logistics and appointment scheduling for children and visitors, resolving operational challenges under pressure.

Administrative Support Coordination Data Entry Problem Solving