Open to opportunities

Sandra Migwi

@sandramigwi

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Customer service specialist leveraging CRM tools, data analysis, and coding to optimize support experiences.

Kenya

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What I'm looking for

I seek a customer-facing role where I can apply CRM tools, data analysis, and technical skills to improve support operations, drive retention, and grow within a collaborative, mission-driven team.

I am a customer service specialist with hands-on experience using Gorgias, Shopify, and Zendesk to deliver high-quality client support and improve satisfaction metrics. I combine strong communication and conflict-resolution skills with technical expertise in Python, Java, data analysis, and AI tools to streamline processes and drive measurable improvements.

I have supported high-volume customer interactions across startups, fintech, and digital content platforms, led volunteer coordination for large events, and designed a Women's Safety Guardian app that integrated real-time tracking and emergency alerts. I prioritize empathy, clear communication, and data-driven optimizations to enhance customer retention and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Digital Creator

Current

Self-Employed

May 2025 - Present (4 months)

Managed audience engagement and resolved viewer issues across YouTube and social platforms, applying CRM-style communication to handle high interaction volumes and maintain positive subscriber experience during viral spikes.

Community Management CRM SEO Video Editing Content Strategy Analytics Social Media

Customer Care Representative

Ann's Math Club

Feb 2025 - Apr 2025 (2 months)

Handled 40+ daily inquiries via live chat, phone, and email using Zendesk, Shopify, and Gorgias, and analyzed feedback to improve scheduling and boost customer retention by 20%.

Zendesk Gorgias Shopify Live Chat Ticket Resolution Customer Retention Data Analysis

Sales Representative

MyCredit

Nov 2024 - Jan 2025 (2 months)

Assisted 30+ clients daily with financial product inquiries, reducing unresolved cases by 15% through CRM tracking and redesigned communication templates that improved satisfaction ratings by 18%.

Customer Support CRM Communication Conflict Resolution Gorgias Shopify Zendesk

Volunteer Coordinator

Nairobi Blood Donation Walk

Dec 2023 - May 2024 (5 months)

Coordinated registrations for 500+ participants and trained 20+ volunteers, introducing a donor-tracking spreadsheet that cut processing time by 25% and improved donor satisfaction.

Event Coordination Data Tracking Process Improvement

Education

Degrees, certifications, and relevant coursework

University of Portland

Bachelor in Cell, Molecular & Biomedical Science, Cell, Molecular & Biomedical Science

2025 -

Pursuing a Bachelor in Cell, Molecular & Biomedical Science beginning August 2025, focusing on cellular and molecular biology techniques and biomedical applications.