Open to opportunities

Nickson Sang

@nicksonsang

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Customer Support Specialist with 5+ years of experience.

Kenya

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What I'm looking for

I am looking for a role in a customer-focused team that values growth and innovation.

I am a dedicated Customer Support Specialist with over 5 years of experience in delivering exceptional service across various digital platforms, including social media, chat, and voice. My expertise lies in troubleshooting, client retention, and effective communication, consistently achieving high customer satisfaction and performance metrics.

Currently, I work as a Customer Support Agent at betPawa, where I manage high-volume customer interactions and ensure prompt resolutions while maintaining professionalism and empathy. My previous roles have equipped me with a strong foundation in omnichannel support, conflict resolution, and data analysis, allowing me to contribute effectively to team goals and internal process improvements.

I am passionate about being part of a dynamic, customer-focused team in a growing organization where I can leverage my skills to enhance customer experiences and drive retention strategies.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

betPawa

Sep 2023 - Present (1 year 10 months)

Managed high-volume customer interactions via phone, WhatsApp, Facebook, Telegram, and email, delivering prompt resolutions while maintaining empathy and professionalism. Escalated unresolved issues and contributed to internal process improvements, participating in regular product and skill-enhancement training.

WhatsApp Telegram Email Conflict Resolution Zendesk Customer Satisfaction Troubleshooting

Social Media Support Agent

betPawa

Sep 2022 - Sep 2023 (1 year)

Provided support on Facebook, Twitter (X), and Instagram, enhancing engagement and resolving user complaints in real-time. Contributed to higher retention by offering proactive, personalized responses.

Instagram Engagement Twitter Instagram Conflict Resolution Customer Retention Communication

Customer Support Agent

betPawa

Jun 2022 - Jul 2022 (1 month)

Handled user queries across digital platforms. Achieved performance goals in customer satisfaction and resolution time.

Customer Satisfaction Resolution Times Communication Troubleshooting

Customer Support Agent

bet254

Aug 2021 - May 2022 (9 months)

Delivered first-line support via live chat and calls. Educated users about features, promotions, and responsible gambling.

Live Chat User Education Communication Customer Service

Content Supervisor

Kenya National Bureau of Statistics (KNBS)

Aug 2019 - Aug 2019 (0 months)

Supervised enumerators, managed coverage areas, and ensured timely data reporting.

Data Reporting Quality Control Team Leadership Census Operations

Research Assistant

Kantar Public

Feb 2019 - May 2019 (3 months)

Collected field data while maintaining accuracy and confidentiality.

Confidentiality Research Methodologies

Research Assistant

Neotrends Research Africa

Jan 2017 - Dec 2018 (1 year 11 months)

Conducted surveys and questionnaire design for national-scale research projects.

Survey Design Question Design Data Collection Research Methodologies Data Analysis

Research Assistant

Millward Brown

Jan 2015 - Dec 2017 (2 years 11 months)

Carried out fieldwork and assisted in data analysis using SPSS and Excel.

Data Analysis SPSS Excel Research Methodologies Data Collection Quantitative Analysis

Research Assistant

Infotrak Research & Consulting

Jan 2014 - Dec 2015 (1 year 11 months)

Collected and documented market and social research data.

Market Research Social Research Data Collection Documentation Research Methodologies Data Quality

Education

Degrees, certifications, and relevant coursework

Kenyatta University

Bachelor of Arts, Arts

Completed a comprehensive curriculum focusing on various disciplines within the arts and humanities. Gained foundational knowledge and critical thinking skills applicable across diverse fields.

Terige Boys High School

KCSE Certification, Secondary Education

Completed secondary education, focusing on core academic subjects and preparing for national examinations. Developed foundational knowledge and skills essential for further studies.