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sabina muthoni User

@sabinamuthoniuser

Message

Customer Support Agent delivering high-CSAT chat support and problem resolution in fast-paced service environments.

Kenya

Message

What I'm looking for

I’m looking to contribute my solutions-oriented customer support and strong interpersonal skills in a call centre environment, helping resolve inquiries efficiently, maintain high customer satisfaction, and support data-driven service improvements.

I’m a customer-focused support professional who thrives in fast-paced environments, using strong communication, active listening, and problem-solving to keep service positive and efficient. In my current role as an Online Chat Support Agent, I’ve engaged with 30+ customers through an online chat platform, delivering timely, accurate support with a CSAT score above 92%.

I also bring measurable results from prior customer service work—resolving technical issues and FAQs with 95% accuracy and reducing escalation rates by 18%, while maintaining detailed interaction records to improve reporting accuracy. Before that, I supported 100+ customers in retail with a 90% issue resolution rate before escalation, and in a remote passenger support role I addressed 50+ daily requests with first-contact resolution above 95% and a 20% drop in repeat complaints.

Experience

Work history, roles, and key accomplishments

Current

Online Chat Support Agent

Current

Digital Solutions Hub

Mar 2023 - Present (3 years 3 months)

Provided timely online chat support to 30+ customers, maintaining a CSAT score above 92%. Resolved technical issues and FAQs with 95% accuracy, reducing escalations by 18%, while meeting targets for response time, resolution time, and quality.

Customer Support Chat Support FAQ Resolution CSAT Problem Solving Performance Metrics

Customer Service Assistant

Savannah Retail Group

Jun 2022 - Dec 2022 (6 months)

Assisted 100+ customers with product inquiries, purchases, and returns, contributing to strong in-store satisfaction. Resolved customer complaints with a 90% issue resolution rate before escalation and supported inventory management to reduce stock-outs by 15%.

Returns Complaint Resolution Conflict Resolution Customer Satisfaction

Customer Service Representative

Virtual Connect Solutions

Jan 2019 - Mar 2022 (3 years 2 months)

Resolved 50+ daily passenger requests via email, chat, and phone to support guest comfort and satisfaction in a fast-paced hospitality environment. Reduced repeat complaints by 20% through issue resolution related to cabin comfort and cleanliness, achieving first-contact resolution above 95% while handling 5–8 interactions at once.

Email Support Chat Support Phone Support Passenger Request Handling Cabin Comfort & Cleanliness Support First Contact Resolutions Problem Solving