Zipporah Mathu
@zipporahmathu
Customer Care Specialist with 8+ years resolving complex cases across phone, email, and live chat.
KenyaWhat I'm looking for
I’m a customer-focused professional with 8+ years’ experience delivering high-quality support across phone, email, and live chat. I’ve resolved 100+ inquiries weekly with a 95% satisfaction rate, reducing response times by 50%, and maintaining a 90% first-contact resolution rate on escalated issues.
I’m skilled in CRM systems (Zoho CRM), complaint handling, customer retention, conflict management, and cross-team coordination. I bring strong active listening and empathy to de-escalate issues quickly and keep customers’ experiences positive.
In my roles, I also take ownership of outcomes: as Owner & Manager of Furnished Apartments, I manage guest inquiries, bookings, and check-in/check-out while resolving complaints and special requests to sustain positive reviews. At Pawame Limited, I contacted clients for overdue payments, reactivated 60% of dormant accounts, and trained 5+ team members—then used data tracking and reporting to identify trends and continuously improve service.
Experience
Work history, roles, and key accomplishments
Owner & Manager
Furnished Apartments
Jan 2022 - Present (4 years 7 months)
Served as the primary point of contact for guests, managing inquiries, bookings, and check-in/check-out via Airbnb and other platforms. Resolved complaints and special requests while coordinating housekeeping and maintenance to maintain service standards and positive reviews.
Collections Executive
Pawame Limited
Mar 2020 - Feb 2024 (3 years 11 months)
Contacted clients regarding overdue payments using empathetic communication to resolve concerns and support portfolio health. Reactivated dormant accounts and coordinated with sales, marketing, and customer service teams to resolve customer issues.
Customer Service Executive
Pawame Limited
Jan 2017 - Mar 2020 (3 years 2 months)
Handled customer inquiries via phone, email, and live chat, resolving 100+ issues weekly and de-escalating complaints to achieve high first-contact resolution. Maintained detailed customer records in Zoho CRM, streamlined response processes, and trained 5+ new team members.
Education
Degrees, certifications, and relevant coursework
Coursera
Professional Certificate, Data Analytics
2025 -
Pursuing a Professional Certificate in Data Analytics (Google) via Coursera, in progress as of 2025.
Technical University of Kenya
Diploma in Information Science, Information Science
2014 -
Completed a Diploma in Information Science at the Technical University of Kenya, starting in 2014.
Availability
Location
KenyaAuthorized to work in
Job categories
Interested in hiring Zipporah?
You can contact Zipporah and 90k+ other talented remote workers on Himalayas.
Message ZipporahGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
