Peris Kangari
@periskangari
Technical Customer Support Specialist | Remote Operations Expert
KenyaWhat I'm looking for
Empathetic and tech-savvy Support Professional with hands-on experience in high-volume, digital-first environments. Proven ability to navigate complex software and sensitive financial data, most recently serving as a Gig Brand Ambassador for Intuit TurboTax via Omni Interactions.
I specialize in "Follow the Sun" support models, providing seamless multi-channel assistance (Chat, Email, Voice) to a global customer base. My background in fintech support has prepared me to troubleshoot technical roadblocks, maintain high accuracy under pressure, and deliver exceptional CSAT scores while working autonomously across time zones.
Why I’m a great fit for your global team:
Proven Remote Autonomy: Experienced in managing my own schedule and home-office infrastructure to meet strict performance KPIs.
Software Troubleshooting: Skilled at guiding non-technical users through complex workflows and platform navigation.
Communication: Expert in professional, clear, and empathetic English communication for a diverse, international clientele.
Adaptability: Fast learner of new CRM tools, internal wikis, and asynchronous collaboration platforms like Slack and Zoom.
Core Competencies:
Technical Troubleshooting • Customer Success • Fintech Support • CRM Management • Asynchronous Communication • Problem Resolution • Escalation Management • Digital Literacy
Experience
Work history, roles, and key accomplishments
Guest Relations Officer
Luxe Nails The Escape Spa
Apr 2025 - Oct 2025 (6 months)
Owned the end-to-end guest journey from booking through post-visit follow-up and ensured experience consistency across touchpoints. Optimized appointment flow and therapist allocation, standardizing consent/waivers and improving sales by 0.2% while serving as the primary escalation and resolution authority.
Front Desk & Reservations Executive
Superior Hotels Kenya
Jun 2022 - Feb 2025 (2 years 8 months)
Led cross-department guest experience coordination across reservations, front office, and service teams, supporting 40–70 guest interactions per shift via phone, email, and walk-ins. Managed reservations with 100% PMS reservation documentation accuracy, maintained zero guest data breaches, and handled complaints/escalations to improve satisfaction, online ratings, and repeat-stay behavior.
Front Desk Night Auditor
67 Hotels
Nov 2018 - Jan 2022 (3 years 2 months)
Delivered consistent, brand-aligned front office experiences across day and night operations while coordinating guest arrivals, departures, and transfers for a smooth experience. Improved guest satisfaction by 0.4% through proactive service recovery and supported management with audits, reconciliations, and reporting.
Education
Degrees, certifications, and relevant coursework
Karatina University
Bachelor in Hotels and Hospitality Management, Hotels and Hospitality Management
2013 - 2017
Grade: Second Class Honors, Upper
Earned a Bachelor in Hotels and Hospitality Management from Karatina University, graduating with Second Class Honors (Upper).
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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