Open to opportunities

Rosalia Munywoki

@rosaliamunywoki

Message

I'm a customer support specialist with 2+ years of experience supporting fast-paced teams using Zendesk and Zoho.

Kenya

Message

What I'm looking for

I’m looking for a remote customer support role where I can resolve technical issues, improve support workflows, build helpful knowledge resources, and deliver fast, personalized customer experiences.

I resolve 200+ support tickets weekly while maintaining accuracy, with a focus on fast response times and accurate solutions. In my previous role, I resolved technical and platform issues for 20+ writers monthly, reducing workflow disruptions by 40%.

I adapt easily to the communication style your business requires, whether empathetic, casual, or formal. You can expect strong time management, professionalism, and a calm, solution-oriented approach to every customer interaction.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Writer's Thrive

May 2025 - Jul 2026 (1 year 2 months)

Resolved 200+ weekly support tickets and 10–20 emails via Zendesk, focusing on first-contact resolution and maintaining a ticket reopen rate below 5%. Built a knowledge base of 50+ articles, reducing repeat enquiries by 40%.

Zendesk Ticket Management Email Communication Customer Support Technical Troubleshooting Issue Resolution Customer Onboarding Knowledge Base Management ChatGpt Claude Google Workspace

Customer Support Representative

Workscreen

Apr 2024 - May 2025 (1 year 1 month)

Supported a team of 5 copywriters through 10+ weekly calls and 15–20 emails via Zoho, improving average issue resolution time from 24 hours to under 8 hours. Trained 1 new team member on ticket management protocols and supervised their onboarding for 3 months.

Zoho Customer Support Technical Troubleshooting Issue Resolution Customer Onboarding Google Workspace