VMVivian Mwevezi
@vivianmwevezi
Customer Success Specialist with 4+ years in client-facing roles.
KenyaWhat I'm looking for
I am a Customer Success and Support Specialist with over four years of experience in various client-facing roles, including customer support, e-commerce, digital marketing, and telesales. My journey has equipped me with the skills to handle multichannel support effectively, enhance customer satisfaction, and optimize workflows. I thrive in fast-paced, remote environments, consistently delivering results across global teams.
Throughout my career, I have successfully managed customer interactions across multiple platforms, including email, social media, and live chat. At Tobio Shop, I handled over 45 daily tickets, resolving order issues and inquiries while coordinating with international suppliers. My role at JD Home Africa Apparel Ltd allowed me to boost engagement by 35% and sales by 20% through strategic social media content creation and collaboration with sales and marketing teams.
My educational background in Human Resource Management complements my professional experience, providing me with a strong foundation in understanding customer needs and team dynamics. I am passionate about delivering empathetic support and continuously improving processes to enhance customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Support (Remote-E-commerce & Social Media)
Tobio Shop
Apr 2025 - Jun 2025 (2 months)
Handled 45+ daily tickets via email and social DMs using Meta Business Suite and Gorgias, resolving order issues and inquiries via Shopify. Coordinated with international suppliers and internal teams for swift resolutions, tracking support workflows via Monday.com, Slack, and internal CRM tools.
Customer Support & Assistant Digital Marketer
JD Home Africa Apparel Ltd
Sep 2023 - Mar 2025 (1 year 6 months)
Managed multichannel support including phone, email, live chat, and in-person queries, tracking and coordinating orders with logistics for timely delivery. Maintained CRM records, delivered insights via customer data analysis, and created social media content to boost engagement and sales.
Call Centre Agent & Part-Time Cashier
Mama Rocks Burgers Ltd
Feb 2022 - Aug 2023 (1 year 6 months)
Processed over 200 weekly orders, resolved customer issues, and ensured payment accuracy. Compiled customer feedback to recommend improvements to management, while also handling cash and balancing registers daily with full compliance.
Customer Service Team Member
KFC Kenya
Oct 2019 - Jan 2022 (2 years 3 months)
Engaged with over 100 daily customers, maintaining a 98% satisfaction rating, and promoted upsells that increased monthly revenue by 15%. Trained and mentored 10+ new team members, boosting team efficiency, and accurately operated POS and loyalty programs.
Education
Degrees, certifications, and relevant coursework
KCA University
Bachelor of Commerce, Human Resource Management
Pursued a Bachelor of Commerce degree with a focus on Human Resource Management, gaining foundational knowledge in business and HR practices.
Gaigedi Secondary School
Kenya Certificate of Secondary Education, General Studies
Completed secondary education and obtained the Kenya Certificate of Secondary Education, preparing for higher studies.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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