CHARITY NJOGU
Nairobi
Summary
Detail-oriented Operations Support Professional specialising in workflow coordination and cross-functional collaboration. Manages CRM tools and e-commerce platforms to enhance operational efficiency. Drives process improvement through effective task management and information synthesis, ensuring high standards of data confidentiality.
Overview
2
2
Languages
1
1
Certification
19
19
years of professional experience
Work history
Team Leader / Customer Support Specialist
Influx Inc.
Nairobi, Nairobi Province
08.2020 - 08.2025
- Managed escalations with attention to detail, ensuring SLA compliance and sustaining high customer satisfaction.
- Collaborated with cross-functional teams to resolve complex operational and customer-related issues in fast-paced remote environments.
- Analyzed customer and internal workplace communications across email, chat, and Slack to identify issues, dependencies, escalations, and resolution paths.
- Identified recurring problems and workflow bottlenecks, enabling targeted process improvement initiatives improving KPIs from 75% to 90%
- Synthesized large volumes of unstructured information into actionable support workflows and documented solutions.
- Maintained detailed documentation and updated internal knowledge bases to enhance operational consistency and support team efficiency.
- Supported remote team coordination by tracking unresolved issues, follow-ups, and action items across multiple communication channels.
- Operated remotely to facilitate team communication and collaboration.
Customer Support Agent (Part-Time)
LTVPlus LLC
02.2022 - 03.2025
- Delivered customer support via email, chat, and webinars, effectively addressing customer enquiries while managing multiple priorities.
- Maintained professionalism and clear communication in remote work environments, fostering positive customer relationships.
- Contributed to customer experience and process improvement initiatives by identifying recurring workflow issues, improving First Response time from 72 hrs to 24 hrs
- Organised and documented customer interactions and support trends, providing insights for operational updates and reporting.
- Executed daily tasks in fully remote environment.
- Used Zendesk Internal Notes, customer relationship management software, to record detailed notes.
- Handled customer enquiries across multiple platforms.
- Prioritised tasks in fast-paced environment, maintaining consistent quality of service delivery.
- Maintained customer database for streamlined service delivery.
- Managed customer complaints, ensuring positive experience.
- Handled customer enquiries across multiple platforms.
- Managed customer complaints, ensuring positive experience.
- Prioritised tasks in fast-paced environment, maintaining consistent quality of service delivery.
- Worked on multiple platforms to handle customer enquiries effectively.
- Prioritised tasks in fast-paced environment, maintaining consistent quality of service delivery.
- Managed customer support calls, email correspondence, and support ticketing system.
Customer Relations Representative
Medix East Africa
Nairobi
01.2013 - 02.2017
- Managed client communications and resolved customer concerns, enhancing client relationships by handling more than 100 emails/tickets per day
- Coordinated customer follow-ups and issue resolution processes, providing timely product support.
- Maintained accurate records and ensured high-quality service delivery, contributing to customer satisfaction.
Medical Laboratory Technologist (Voluntary)
Kenya National Public Health Laboratories
01.2007 - 01.2011
- Maintained accurate documentation while upholding confidentiality and compliance standards, ensuring reliability of records.
- Ensured accuracy and detail in handling sensitive information and records, contributing to data integrity and trust in laboratory processes.
- Demonstrated expertise in phlebotomy techniques; facilitated smooth sample collection process.
- Implemented efficient workflow management to reduce waiting times from 5 hrs to 2hrs.
- Prepared biological samples for testing using standard laboratory techniques.
Education
Bachelor of Science - Public Health
University of Eastern Africa, Baraton
BaratonDiploma - Medical Laboratory Science
Thika Institute of Science & Technology
ThikaSkills
- Escalation management
- Operations support
- Workflow coordination
- Cross-functional collaboration
- Process improvement
- Documentation
- Task management
- CRM platforms/e-commerce software
- Project management software
Certification
Zendesk Certified: Support for Agents, Remote Cyber Security Certification – Nexora Education, Leadership in Health Management – University of Washington, Certified Medical Virtual Assistant – Kryptonite Academy, HIPAA Certification – Accountable
LANGUAGES
English – Fluent
Swahili – Fluent
Accomplishments
- Employee of the Month – Influx (June 2024, July 2023)
- Team Excellence Award Nominee – Influx (2022)
- Employee of the Month – Medix East Africa (2014 & 2015)
Timeline
Customer Support Agent (Part-Time)
LTVPlus LLC
02.2022 - 03.2025
Team Leader / Customer Support Specialist
Influx Inc.
08.2020 - 08.2025
Customer Relations Representative
Medix East Africa
01.2013 - 02.2017
Medical Laboratory Technologist (Voluntary)
Kenya National Public Health Laboratories
01.2007 - 01.2011
Diploma - Medical Laboratory Science
Thika Institute of Science & Technology
Bachelor of Science - Public Health
University of Eastern Africa, Baraton