Open to opportunities

Raini Gedion

@rainigedion

Customer Experience Specialist skilled in multi-channel support, onboarding, and CRM-driven issue resolution for fast-paced teams.

Kenya

Message

What I'm looking for

I’m looking for a fast-paced customer experience team where I can own multi-channel support, improve onboarding and satisfaction metrics, and resolve complex issues with empathy—supported by clear processes and responsive leadership.

I’m a results-driven Customer Experience professional with 5+ years supporting executives and clients across fast-paced, remote environments. I resolve complex issues across chat, email, and voice channels with empathy and urgency, while maintaining detailed case documentation and accurate CRM records to keep escalations efficient.

I’m especially strong at improving satisfaction through workflow improvements—identifying recurring support issues, recommending process changes, and guiding users through onboarding to reduce early-stage drop-off. From CRM management (Salesforce, Zendesk-equivalent tools) and Google Workspace to real-time triage and QA/quality control, I bring a high-ownership mindset that helps teams deliver consistent, positive outcomes under pressure.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

CxHero

Apr 2024 - May 2026 (2 years 1 month)

Handled inbound and outbound customer support across chat, email, and voice, improving customer communication flow by over 30%. Triaged real-time scheduling, payments, and onboarding issues, and recommended process improvements that reduced operational costs by 10%.

Customer Support CRM Management Salesforce Onboarding Google Workspace Case Documentation Scheduling Process Improvement Quality Assurance

Customer Support Specialist

Optimate

Jan 2022 - Mar 2024 (2 years 2 months)

Served as primary point of contact for client inquiries, reducing non-essential escalations by 25% through accurate triage and prioritization. Managed end-to-end onboarding, resolved complex payment and access issues, and improved customer satisfaction by addressing recurring pain points.

Customer Support Email Chat Support Client Onboarding Triage Escalation Management

Operations VA - Booking Agent

Legendary Podcasts LLC

Apr 2021 - Apr 2023 (2 years)

Maintained CRM and database systems for 60+ active client accounts, ensuring data integrity across campaigns. Coordinated founding team scheduling and supported outbound outreach; streamlined operations flow by 3% and improved customer satisfaction by 4%.

Scheduling Outbound Outreach Lead Generation Data Integrity Messaging Personalization Customer Feedback Analysis

QA / Virtual Assistant

Invisible Technologies Inc.

Jun 2020 - Feb 2021 (8 months)

Performed QA checks on client deliverables to improve satisfaction and repeat business by 5%. Managed executive email coordination and booked client appointments, including hotel and flight arrangements, with high attention to detail.

Quality Assurance (QA)Executive Support Appointments Travel Coordination Client Deliverables Review Scheduling