Samuel Ngunzi
@samuelngunzi
Customer support professional driving technical issue resolution and CSAT gains.
KenyaWhat I'm looking for
I am a customer support professional with 6+ years delivering high-volume service and technical support across digital platforms, known for resolving 50+ escalated technical issues daily and managing 100+ customer inquiries per day. I combine structured troubleshooting, cross-functional collaboration, and strict data confidentiality to reduce transaction failures and improve customer satisfaction.
My background includes roles from frontline support to operations management where I led process improvements that increased CSAT by 28%, cut transaction failures, and improved tender compliance and logistics coordination. I bring hands-on experience with Zendesk, Jira, multiple CRMs, and remote support workflows, and I seek to contribute technical problem-solving and client-focused service delivery within a distributed team.
Experience
Work history, roles, and key accomplishments
Operations Manager
Aliju Solutions Limited
May 2025 - Dec 2025 (7 months)
Improved tender compliance accuracy by 23% and reduced supply delays by 17% by streamlining procurement and logistics processes while supervising delivery and monitoring project budgets across 12+ concurrent timelines.
Technical Support Agent
Solami (Kwikbet)
Apr 2022 - Mar 2025 (2 years 11 months)
Reduced transaction failures by 20% and improved response efficiency by 15% through ticket prioritisation and coordinated fixes with IT; increased CSAT by analysing technical complaints and maintaining a structured knowledge base.
Customer Service Agent
Solami (Kwikbet)
Jan 2020 - Apr 2022 (2 years 3 months)
Handled 120+ customer interactions daily and contributed to a 10% increase in customer satisfaction by resolving deposit discrepancies and driving feedback-led service improvements.
Property Manager
First Comfort Consultancy Limited
Mar 2018 - Dec 2019 (1 year 9 months)
Managed property operations and tenant relations, overseeing maintenance coordination and ensuring timely service delivery across managed assets.
Education
Degrees, certifications, and relevant coursework
Egerton University
Bachelor of Arts, Criminology and Security Studies
Completed a Bachelor of Arts in Criminology and Security Studies focusing on criminological theory and security practices.
Egerton University
Bridging Certificate, Mathematics
Completed a bridging program in Mathematics to prepare for undergraduate coursework requiring advanced quantitative skills.
Kenya Institute of Management
Diploma, Human Resource Management
Completed a Diploma in Human Resource Management covering HR principles, labour relations, and organisational development.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
Skills
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