Open to opportunities

Sylvia Nasieku

@sylvianasieku

Message

Customer Support Moderator specializing in social media moderation and fast CRM-driven resolutions.

Kenya

Message

What I'm looking for

I’m looking for a customer-focused role where I can moderate social channels, resolve inquiries quickly using Salesforce/CRM, and meet strict SLA targets—ideally with flexible shifts and a team that values clear brand voice.

I’m a customer-focused Customer Support Moderator with over 5 years of experience in customer service and social media support. I manage online communities, respond to customer inquiries in real time, and keep a consistent brand voice across digital channels.

In my previous role at Jumia Kenya, I handled 100+ daily customer inquiries, maintained response times within SLA targets, and resolved and de-escalated complaints to protect brand reputation. I track and document customer interactions using Salesforce and CRM tools, collaborating with my team to improve workflows and response quality.

Experience

Work history, roles, and key accomplishments

Customer Support Moderator

Jumia Kenya

Nov 2019 - Jun 2023 (3 years 7 months)

Responded to 100+ daily customer inquiries across social media and digital channels while maintaining response times within SLA targets to improve customer satisfaction. Resolved and de-escalated complaints in real time and documented interactions in Salesforce/CRM tools while keeping a consistent brand voice.

Social Media Moderation Customer Support Crisis Management Salesforce CRM Tools SLA Management