Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Chartin Maenga

Chartin Maenga

Nairobi

Summary

Dynamic customer service professional with a proven track record at xFusion, enhancing satisfaction ratings by 25% through effective problem-solving and empathy. Skilled in managing ticketing systems using apps like Zendesk, Gorgias, and Freshdesk, I excel in fostering teamwork and driving customer retention, while streamlining processes to achieve operational excellence.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Corporate Gifting & Retention Specialist

xFusion
Seattle, USA
04.2022 - 06.2025
  • Utilized software programs such as Zendesk Chat for responding to customers' queries.
  • Employed Freshdesk, Zendesk, Salesforce and other ticket support systems.
  • Documented customer feedback to improve service quality.
  • Collaborated with team members to enhance customer experience.

Customer Service Representative

Baxon LLC
05.2022 - 12.2023
  • Resolved customer inquiries using Gorgias and addressed issues promptly, which improved overall satisfaction ratings by 20% over six months, helping to foster long-lasting customer relationships.
  • Collaborated with team members to streamline the complaint resolution process, reducing response times by 30%, which enhanced the efficiency of our support operations.
  • Developed and maintained detailed product knowledge, enabling me to provide accurate information and solutions to customers, ultimately increasing repeat business by 15%.
  • Trained new team members on best practices in customer service, which helped them integrate quickly into the team and maintain our high service standards.

Founder & Advocacy Leader

Young Professionals Against FGM
01.2015 - 09.2023
  • Executed awareness campaigns on FGM effects, engaging communities through online and offline channels.
  • Organized outreach programs to connect with and support affected communities directly.
  • Collaborated with stakeholders, NGOs, and leaders to devise strategies reducing FGM cases.
  • Fostered collaborative efforts, creating a united front against the FGM practice.

Customer Service Support Specialist

xFusion
01.2022 - 04.2022
  • Resolved customer inquiries with empathy, achieving a 25% increase in satisfaction ratings over six months.
  • Streamlined ticketing process by implementing a new tracking system, reducing response times by 30%.
  • Trained and mentored new team members on service protocols, decreasing training time by 15%.
  • Collaborated with cross-functional teams to analyze customer feedback, leading to a 20% reduction in complaints.

Marketing and Office Assistant

Beba Mart
Nairobi County
01.2019 - 03.2020
  • Developed and executed marketing campaigns, increasing customer engagement by 30%.
  • Organized office supplies and resources to enhance operational efficiency and productivity.
  • Coordinated social media content and addressed customer inquiries, boosting follower engagement by 20%.
  • Analyzed customer feedback and market trends to refine product offerings and maintain competitiveness.

Human Resources Assistant

Kenya Red Cross
Nairobi
01.2018 - 12.2018
  • Assisted in recruitment processes by screening resumes and scheduling interviews.
  • Maintained employee records using HR management software for easy access.
  • Managed employee inquiries regarding policies and benefits with professionalism.

Education

Diploma - ORACLE

Institute of Software Technology, Kenya
12.2011

Diploma - Web design& programming

SoftGlobe, Kenya
12.2011

Skills

  • Empathy
  • Customer retention
  • Ticketing system management
  • Attention to detail
  • Communication
  • Problem-solving
  • Teamwork
  • Client Focused
  • Adaptability
  • Leadership

Certification

01/01/25, EF SET English Certificate 73/100 (C2 Proficient), EF SET, https://cert.efset.org/en/XA22E5

Personal Information

Nationality: Kenyan

Timeline

Customer Service Representative - Baxon LLC
05.2022 - 12.2023
Corporate Gifting & Retention Specialist - xFusion
04.2022 - 06.2025
Customer Service Support Specialist - xFusion
01.2022 - 04.2022
Marketing and Office Assistant - Beba Mart
01.2019 - 03.2020
Human Resources Assistant - Kenya Red Cross
01.2018 - 12.2018
Founder & Advocacy Leader - Young Professionals Against FGM
01.2015 - 09.2023
Institute of Software Technology - Diploma, ORACLE
SoftGlobe - Diploma, Web design& programming

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Chartin Maenga