Timothy Mwathi

I am an experienced customer support specialist with a strong background in managing customer inquiries and enhancing user satisfaction in fast-paced remote environments. My expertise lies in utilizing tools like Zendesk and Gorgias to optimize workflows and ensure seamless communication with clients. I pride myself on my ability to remain calm under pressure, effectively negotiate solutions, and actively listen to customer needs.

Throughout my career, I have consistently achieved and exceeded performance targets. For instance, while working as a Debt Collection Officer at Newark Frontiers, I successfully recovered defaulted payments and maintained strong customer relationships during the collection process. My role as a Customer Sales Representative at KOKO Networks allowed me to manage over 300 tickets weekly, achieving a remarkable 98% customer satisfaction rate and contributing to a 10% increase in sales revenue.

My educational background in Statistics from the University of Nairobi has equipped me with the analytical skills necessary to identify trends and recommend improvements for enhanced service delivery. I am committed to ongoing professional development and staying updated on industry best practices to provide exceptional digital customer care.