Ivy Maina
Nairobi
Summary
Dynamic and results-driven Customer Care Specialist with over 5 years of experience delivering exceptional support and building lasting client relationships. Skilled in managing high volumes of customer inquiries across phone, email, chat, and ticketing systems, with a strong record of maintaining 90%+ customer satisfaction scores. Leverages AI-powered tools such as ChatGPT, automated ticket routing, and intelligent knowledge bases to enhance response accuracy, reduce resolution times, and scale personalized support. Possesses a solid IT foundation, enabling effective troubleshooting and seamless collaboration with technical teams. Known for a detail-oriented approach, empathy, and strong communication skills that consistently elevate the customer experience and to drive continuous improvement in service delivery and operational efficiency.
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support Specialist | Enterprise Client Support
Assent
03.2023 - Current
- Delivered exceptional support to high-profile enterprise clients via phone, email, and live chat, achieving a 95% first-contact resolution rate and maintaining 90%+ CSAT (Customer Satisfaction Score).
- Acted as the primary liaison between clients and internal teams, managing an average of 200+ support tickets weekly while ensuring timely updates, clear communication, and complete resolution.
- Built and maintained long-term client relationships by providing tailored support, anticipating needs, and proactively addressing enquiries related to supplier compliance and system use.
- Assisted with system integration projects, guiding clients through compliance requirements, resolving onboarding concerns, and identifying potential risks or data gaps pre- and post-launch.
- Trained and mentored 10+ new team members, enhancing onboarding success by reducing ramp-up time by 30% and improving service consistency through knowledge sharing and hands-on guidance.
- Spearheaded workflow automation and support documentation improvements, which reduced average response time by 15% and improved internal efficiency across the support team.
- Conducted routine Quality Assurance (QA) on customer interactions and compliance deliverables, leading to a 20% increase in data accuracy and more reliable reporting for stakeholders.
Customer Support Agent
Assent
01.2021 - 03.2023
- Responded to an average of 50 customer emails daily, maintaining a first-response time under 24 hours and consistently exceeding support KPIs.
- Managed 30+ live chat interactions and 20+ inbound/outbound calls per day, ensuring swift and effective support while meeting all Service Level Agreements (SLAs).
- Achieved a 95% first-contact resolution rate and maintained a Customer Satisfaction Score (CSAT) above 90%, reflecting a strong commitment to client experience and quality care.
- Accurately logged and managed all customer interactions using CRM platforms such as Zendesk and Salesforce, ensuring 100% consistency in ticket documentation and follow-ups.
- Partnered with cross-functional teams, including Product, Compliance, and IT, to escalate and resolve 10–15 complex cases per week, driving faster resolution and improved customer retention.
Help Desk Support
Trucks City
04.2019 - 01.2021
- Delivered comprehensive IT and application support to over 50 employees, configuring and maintaining key business tools such as Slack, Microsoft Teams, Zoom, and Google Workspace to ensure smooth operations and minimal downtime.
- Provided first-line technical assistance, addressing issues related to login errors, connectivity, software installations, and account access, achieving high internal user satisfaction and reducing support escalations.
- Led the employee onboarding process, including email account creation, system access provisioning, and hands-on training for communication and productivity tools, resulting in faster integration and an improved new hire experience.
Office Operations & IT Assistant
Seven Invest Group Ltd
01.2018 - 04.2019
- Managed approximately 25 customer inquiries daily via phone and email, providing prompt, clear, and solution-oriented support while maintaining a professional and empathetic tone.
- Offered comprehensive administrative assistance, including scheduling meetings, preparing reports, and maintaining organized digital and physical filing systems to support team efficiency.
- Negotiated with vendors to procure IT equipment and tools at cost-effective prices, reducing departmental costs while ensuring timely delivery and quality standards.
- Provided hands-on guidance to users on software and hardware usage, streamlining internal processes and significantly improving operational efficiency and end-user satisfaction.
Education
Bachelor of Business And Information Technology - Business Management Information Systems, Data Analysis & Quality Monitoring
Strathmore University
12.2017
Diploma of Business And Information Technology - Information Technology, business management skills and administrative support
Strathmore University
11.2014
Skills
- Communication Skills
- Adaptability & Learning Agility
- Data Analysis & Quality Monitoring
- Problem-Solving & Critical Thinking
- Team Collaboration
- Time Management & Organization
- Complaint handling
- Customer relationship management (CRM)
- CRM software
Certification
- Virtual Assistant
- AI Career Essentials
Timeline
Customer Support Specialist | Enterprise Client Support
Assent
03.2023 - Current
Customer Support Agent
Assent
01.2021 - 03.2023
Help Desk Support
Trucks City
04.2019 - 01.2021
Office Operations & IT Assistant
Seven Invest Group Ltd
01.2018 - 04.2019
Diploma of Business And Information Technology - Information Technology, business management skills and administrative support
Strathmore University
Bachelor of Business And Information Technology - Business Management Information Systems, Data Analysis & Quality Monitoring
Strathmore University