MARTIN MWANGANGI
Remote Customer Support Specialist
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
Influx
12.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Strengthened relationships with clients through proactive follow-up on pending issues and concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Streamlined communication processes for improved information exchange between customers and team members.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Adapted to new applications and maintained knowledge of current technologies.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Collaborated with team members to develop innovative solutions for complex customer problems.
- Fostered a positive work environment through active participation in team-building activities and initiatives.
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies.
- Conducted thorough research on client accounts for accurate information gathering and issue resolution.
- Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
- Supported cross-functional teams in developing strategies to enhance customer experience across various touchpoints.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
Bachelor of Science - Management of hospitality and service-oriented companies
Strathmore University
Nairobi, Kenya 05.2009 - 05.2013
International Computer Driving License (ICDL) - Relevant coursework in basic and advanced computer operations
Institute of Advanced Technology (IAT)
01.2009 -
Skills
Customer Service
Outstanding communication skills
Live chat support
Problem Resolution
Technology proficiency
Information Verification
Complaint Handling
CRM Software
Exemplary work ethic
Problem-solving abilities
Empathetic and genuine
Call Control
Accomplishments
- Achieved and maintained all KPIs set by the client:
- Assisted my team in achieving and maintaining a CSAT score of 96%
- Assisted my team in achieving and maintaining a customer retention rate of 68% from 25%
- Nominated for Employee of the Month for June 2021, October 2021, May 2022, December 2022, July 2023, and January 2024 and won the title in May 2022, and January 2023
- Reduced the average response times for email responses from 2 hours to 30 minutes for all my clients, as well as for Livechat responses from 5 minutes to a staggering average of 35 seconds
Tools and softwares used
- Helpdesks - Zendesk, Freshdesk, Intercom, Livechat (Quick to learn anymore)
- Backend systems - Retool, Jira, Trillian, Recurly, Chargebee, Workflowy, wiki, various knowledge bases, Filezilla client, Teamviewer, AWS Client VPN, Playvox, Klaus, various blockchain explorers as well as other client-focused tools (Quick to learn anymore)
- Communication tools: Slack, Google Apps, Zoom, Google Meets, Gmail
Languages
English
Native language
English
Proficient
C2
Timeline
Customer Service Agent
Influx
12.2020 - Current
Bachelor of Science - Management of hospitality and service-oriented companies
Strathmore University
05.2009 - 05.2013
International Computer Driving License (ICDL) - Relevant coursework in basic and advanced computer operations
Institute of Advanced Technology (IAT)
01.2009 -