Open to opportunities

Paul Mwangi

@paulmwangi3

Message

Operations Customer Expert delivering high-volume customer and technical support.

Kenya

Message

What I'm looking for

I’m looking for a role where I can own high-volume customer support, deliver technical troubleshooting with Zendesk/CRM, and resolve complex issues end-to-end—while contributing to team performance through training and clear communication.

I’m a highly motivated Operations Customer Expert with over 4 years of experience delivering exceptional customer service in a fast-paced BPO environment at Teleperformance.

I manage high-volume customer inquiries daily through phone, email, and chat, using Zendesk and CRM systems to log interactions, update records, and track case resolutions. I’m known for resolving complex issues through technical support and troubleshooting, while maintaining clear communication through escalation and timely follow-up.

I also enjoy building others up—I’ve trained and mentored new team members on customer interaction best practices and system usage. With a Bachelor’s degree in Mathematics and Computer Science, I bring strong problem-solving and a structured, detail-oriented approach to every case.

Experience

Work history, roles, and key accomplishments

Current

Operations Customer Expert

Current

Teleperformance

Mar 2021 - Present (5 years 3 months)

Managed high-volume customer inquiries daily via phone, email, and chat while maintaining high customer satisfaction. Logged and tracked cases in Zendesk/CRM, provided technical troubleshooting for complex issues, and trained new team members on best practices.

Customer Service Zendesk CRM Systems Case Management Technical Troubleshooting Conflict Resolution Escalation Handling

Education

Degrees, certifications, and relevant coursework

Maseno University

Bachelor of Science, Mathematics and Computer Science

2014 - 2018

Grade: Second Class (Lower Division)

Earned a Bachelor of Science in Mathematics and Computer Science at Maseno University from 2014 to 2018. Graduated with a Second Class (Lower Division).