Trend Vault

I am a customer-focused support specialist with over nine years of experience in customer support, call center operations, and online client enablement. I specialize in live chat, email support, CRM ticketing, and supporting global SaaS users in fully remote, asynchronous environments.

Throughout my career I have consistently met SLA response targets and maintained high customer satisfaction ratings (92%+), while resolving complex issues through collaboration with Product, Engineering, and Customer Success teams. I am skilled at identifying customer pain points and contributing to process improvements that boost support efficiency.

My background includes roles at TechGlobal Solutions, Teleperformance Kenya, Safaricom PLC, and freelance work for international SaaS and e-commerce clients. I have a Master of Arts in Communication & Customer Experience from the University of Cape Town and a BA in Communication from the University of Nairobi.

I am proactive about knowledge management and team enablement, having created knowledgebase content that reduced repeat tickets by 20%, reduced response time by 30%, and mentored new remote staff to standardize CRM workflows and communication best practices.