Summary
Overview
Work History
Education
Skills
Websites
Languages
<Enter your own>
References
Timeline
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MACKLYNE IMARY

MACKLYNE IMARY

Customer Support Specialist
Nairobi

Summary

I’m a passionate Customer Support Specialist with 4+ years of experience improving customer satisfaction and driving operational efficiency. Skilled in CRM systems like Zendesk, Beehive and Freshdesk, I thrive on solving problems, optimizing processes, and ensuring seamless customer experiences. With a background in payments, risk mitigation, and team leadership, I’m always looking for ways to elevate service standards and build customer trust.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Customer Support Expert

Teleperformance
06.2025 - Current
  • Provided timely assistance to customers via phone, email, and live chat channels(12 tickets per hour), ensuring a high level of professionalism at all times.
  • Utilized CRM(Beehive) systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Escalate cases via Service Desk and Jira
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.(6 MIN AHT)

Trust and Safety Associate

ECOM SERVICES LTD
04.2024 - 05.2025
  • Monitor and process real-time queues, identifying high-risk transactions/accounts on quarantine(2000 profiles), help request (100 per hour) and payments.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Guide customers through the payment process. Investigate and resolve payment related problems.
  • Maintain accurate records of customer interaction and payment issues. Collect and analyze customer feedback and forward to supervisor.
  • Stay updated on fraud trends and propose improvements to fight fraud and protect customers.
  • Participate in testing new software and process improvements for effective risk mitigation.
  • Utilized CRM systems(Zendesk) effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.

Customer Satisfaction Associate

ECOM SERVICES LTD
03.2023 - 03.2024
  • Monitor and process real-time Photo (SLA 2 MIN)/Profile (5 MIN) /Verification Sex Offender and IMBRA queues and identify high-risk transactions/accounts within the business portfolio.
  • Referring unresolved customer grievances to designated departments for further investigation
  • Collaborates with all departments to ensure organization goals are met
  • Take charge of the team in absence of the supervisor, ensure all monitors are maintained as per company SLAs and write a report of the shift
  • Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
  • Developed and implemented strategies to increase customer satisfaction and engagement.

Contact Center Agent

Call Center International CCI
08.2020 - 03.2023
  • Use advanced communication skills to control a call (200 calls per shift), listen and target the objective of the individual customer
  • Ensure data accuracy by following verification procedures
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided constructive feedback to management regarding areas of improvement within the contact center's operations based on personal experiences and observations from daily interactions with customers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Resolved over 280 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Entered customer information into customized computer system with Freshdesk to document and organize client records.

Social Work Intern

AMPATH
05.2017 - 12.2017

Work with newly diagnosed patients who are beginning to take ARVs.

  • Perform pre and post HIV test counseling to approximately 15 patients per day.
  • Improved patient outcomes by conducting comprehensive psychosocial assessments and developing individualized care plans.
  • Coordinated discharge planning efforts with multidisciplinary team members to ensure seamless transitions from hospital to home or other levels of care settings..
  • Educated patients and families on available resources, empowering them to make informed decisions about their healthcare journey.
  • Facilitated therapeutic groups focused on topics such as stress management, coping skills development, and grief processing for improved mental well-being of participants.

Education

Bachelor of Arts - Social Work

SOUTH EASTERN KENYA UNIVERSITY
Kitui, Kitui District, Kenya
01.2015 - 06.2019

Skills

  • Product Promotion Skills
  • Back office content moderation and documents verification
  • Customer relationship management (CRM)
  • Customer service excellence
  • Ticket management
  • Payment processing
  • CRM software

Languages

4,5

<Enter your own>

References

 MESHACK MWANGANGI- Ecom supervisor -Moderation  Department, meshackmwangangi04@gmail.com  0743 967466 

 LIZER KIREMA- Ecom Supervisor -Trust and Safety  Department, lizkirema92@gmail.com  0756366876

 MISS CYNTHIA OORO-Team Leader Call Center Int Kenya Ltd, 0700250923

Timeline

Customer Support Expert

Teleperformance
06.2025 - Current

Trust and Safety Associate

ECOM SERVICES LTD
04.2024 - 05.2025

Customer Satisfaction Associate

ECOM SERVICES LTD
03.2023 - 03.2024

Contact Center Agent

Call Center International CCI
08.2020 - 03.2023

Social Work Intern

AMPATH
05.2017 - 12.2017

Bachelor of Arts - Social Work

SOUTH EASTERN KENYA UNIVERSITY
01.2015 - 06.2019
MACKLYNE IMARYCustomer Support Specialist