Open to opportunities

Ruth Mbala

@ruthmbala

Message

Customer support specialist with fintech and travel expertise in payments and technical support.

Kenya

Message

What I'm looking for

I seek a remote role in customer/technical support or payments where I can use troubleshooting, cross-border payments experience, and automation to improve operations and customer satisfaction.

I am a customer service expert with nearly nine years of experience across fintech, travel tech, and construction, including over six years in remote roles. I specialize in technical support, payment processing, B2B and B2C customer relations, and implementing process improvements that boost revenue and reduce manual work.

My achievements include driving a 40% reduction in manual finance operations via AI-driven automation, cutting resolution times by 30% through improved troubleshooting, and supporting cross-border transactions that increased platform revenue by 30%. I collaborate closely with technical teams, maintain high customer satisfaction, and continuously upskill in IT support and automation.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

RateHawk

Dec 2023 - Present (1 year 11 months)

Serve as a B2B travel modification specialist handling amendments, refunds, and provider reconciliation, improving booking accuracy and partner communication across the ecosystem.

Customer Support Booking Modifications B2B Zendesk Google Workspace Payment Processing

Customer Service Representative

RateHawk

Jan 2023 - Nov 2023 (10 months)

Delivered customer-focused support as a junior specialist, relaying guest requests to partners and maintaining professional written communications to ensure timely issue resolution.

Customer Support Written Communication Zendesk Time Management Problem Solving

User Happiness Specialist

Sendwave

Aug 2021 - Dec 2022 (1 year 4 months)

Troubleshot payment and transaction issues for cross-border transfers, improved compliance adherence and support documentation, contributing to higher resolution rates and user retention.

Payments Zendesk & Compliance Escalation Management Documentation

Customer Service Representative

Fortis Limited

Jan 2018 - Jul 2021 (3 years 6 months)

Provided technical support and diagnostics across channels, reduced average resolution time through efficient troubleshooting and collaboration with developers to minimize software issues.

Technical Troubleshooting Diagnostics Customer Satisfaction Ticketing Systems Problem Solving

Administrative & Customer Support Rep

Jibsa Limited

Jan 2015 - Oct 2017 (2 years 9 months)

Acted as primary contact for construction stakeholders, managed billing and accounts, and resolved order discrepancies to maintain client relationships and accurate financial records.