Open to opportunities

Patricia Kimathi

@patriciakimathi

Message

I lead remote customer support teams, improving service quality, KPIs, and operational efficiency.

Kenya

Message

What I'm looking for

I'm looking for an international remote role where I can lead support teams, improve customer experience through KPIs and quality audits, build scalable processes, and take ownership of operational outcomes.

At Inno Supps, I lead day-to-day remote support operations across chat and email, monitoring KPIs, auditing quality, resolving escalations, and coaching agents to improve service quality.

I've also supported customers at Oxen Wireless and The Monarch Insurance Company, handling product inquiries, technical troubleshooting, ticket queues, and post-sale support across live chat, email, and phone.

With 10+ years in e-commerce and service environments, I build practical SOPs and training materials, surface systemic issues, and take full ownership of customer outcomes in remote-first teams.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Lead

Current

Inno Supps

Jun 2025 - Present (1 year 2 months)

Lead day-to-day support team operations, monitoring KPIs and performance trends to identify gaps and implement corrective actions across chat and email channels. Conduct quality assurance audits on agent tickets across Gorgias, Shopify, CartRush, and Recharge, evaluating SOP compliance, resolution accuracy, and documentation quality.

Gorgias Shopify CartRush Recharge Zendesk KPIs Quality Assurance SOP Development Coaching Escalation Management

Customer Service Representative

Inno Supps

Dec 2023 - May 2025 (1 year 5 months)

Served as primary point of contact for customer inquiries via live chat and email, resolving issues related to orders, subscriptions, shipping, returns, and product information. Maintained accurate records of customer interactions in Gorgias, Zendesk, CartRush, and Emplifi with strong attention to detail.

Gorgias Zendesk CartRush Emplifi Customer Support Upselling Cross Selling

Customer Experience Specialist

Oxen Wireless Ltd

Jan 2022 - Dec 2023 (1 year 11 months)

Delivered live chat and email support for a tech and wireless brand, handling product inquiries, technical troubleshooting, and post-sale support. Supported sales processes by guiding customers through product options, improving conversion and customer confidence.

Live Chat Email Support Technical Troubleshooting Sales Support

ICT Support Assistant

The Monarch Insurance Company Ltd

Jan 2012 - Dec 2022 (10 years 11 months)

Provided multi-channel technical support (live chat, phone, email), managing a support ticket queue and configuring systems to maintain operational continuity.

Technical Support Ticket Management System Configuration