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 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
2020
2020
years of post-secondary education
2
2
Languages
Work History
Customer Support Specialist
ECOM SERVICES LTD
04.2024 - Current
- Monitor and process real-time queues, identifying high-risk transactions/accounts on quarantine, help request 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/Profile/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, 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 patients.
- 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 in Social Work - Humanities And Social Sciences
SOUTH EASTERN KENYA UNIVERSITY
Skills
Product Promotion Skills
Back office content moderation and documents verification
Customer relationship management (CRM)
Customer service excellence
Languages
4,5
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, 070025092
Timeline
Customer Support Specialist
ECOM SERVICES LTD
04.2024 - Current
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 in Social Work - Humanities And Social Sciences
SOUTH EASTERN KENYA UNIVERSITY