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
undefinedLanguages
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
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