PMPidney Murimi
@pidneymurimi
Customer support specialist delivering high-quality technical assistance.
KenyaWhat I'm looking for
I am a dedicated, tech-savvy customer support specialist with over four years of experience delivering world-class support, troubleshooting technical issues, and managing global client relationships in fast-paced remote environments. I consistently drive improvements in service delivery—resolving complex technical queries through cross-functional collaboration and achieving high customer satisfaction metrics.
I have a proven track record mentoring new hires, optimizing workflows, and creating feedback-driven reports that reduce churn and improve onboarding. Fluent in English and Swahili, I combine empathy with strong CRM and communication tool expertise to build long-term client trust and help teams scale reliable support systems.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
CloudConnect Global
Jan 2022 - Present (3 years 10 months)
Managed 60+ tickets per day with a 98% customer satisfaction rate and reduced issue resolution time by 30% through collaboration with product engineers; created feedback reports that cut churn by 18% and mentored new hires.
Client Experience Associate
Nexa Technologies
Feb 2020 - Dec 2021 (1 year 10 months)
Provided bilingual support to 500+ global clients, facilitated SaaS onboarding, and implemented ticket prioritization models that improved support turnaround by 25%; received Customer Hero Award three times.
Customer Service Intern
BrightCom Solutions
Jan 2019 - Jan 2020 (1 year)
Supported live chat and email channels, documented frequent issues to create a self-service help guide that reduced repetitive tickets by 20%, and assisted in customer data analysis to streamline feedback loops.
Education
Degrees, certifications, and relevant coursework
International Jaamia of Languages and Professional Studies (IJLAPS)
Bachelor of Business and Systems Management, Business and Systems Management
Completed a Bachelor of Business and Systems Management degree focused on combining business principles with information systems management.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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