Summary
Overview
Work History
Education
Skills
Timeline
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Maureen Ngayu

Maureen Ngayu

Customer Support Specialist
Nairobi

Summary

Customer Support Specialist with 6+ years’ experience resolving inquiries via chat, email, and phone. Skilled in Intercom, CRM tools, and data-driven problem-solving. Proven track record of exceeding KPIs (95%+ CSAT) by delivering fast, empathetic support. Adept at troubleshooting, process optimization, and collaborating across teams in fast-paced environments. Passionate about streamlining operations to boost efficiency and loyalty.


Key Tools: Intercom, Slack, Zendesk, Gorgias, Salesforce, NetSuite, BrightPearl, WarehouseOS, Shopify.

Overview

5
5
years of professional experience

Work History

Customer Service Lead Agent

TalentPop
11.2022 - Current
  • Serve as first point of contact for 50+ daily customer inquiries via live chat and email, resolving 90% of issues within SLA.
  • Troubleshoot and escalate technical issues, providing clear, step-by-step guidance to users.
  • Process refunds, returns, and exchanges while adhering to company policies, reducing resolution time by 30%.
  • Collaborate with product teams to identify recurring issues and improve support workflows.
  • Consistently exceed KPIs, including customer satisfaction (CSAT) scores of 95%+.

Quality Analyst

Cloud Factory
11.2020 - 10.2022
  • Analyzed customer interaction data to identify trends and improve support team performance.
  • Maintained CRM databases, ensuring 99% accuracy in customer records.
  • Created weekly reports on support metrics, enabling data-driven process improvements.

Education

Diploma in Customer Service -

Institute of Commercial Management
Nairobi
04.2001 -

Skills

Live chat &Email support

Timeline

Customer Service Lead Agent

TalentPop
11.2022 - Current

Quality Analyst

Cloud Factory
11.2020 - 10.2022

Diploma in Customer Service -

Institute of Commercial Management
04.2001 -

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Maureen NgayuCustomer Support Specialist