PRAISE SAKONG
NAIROBI
Summary
Proactive and solution-oriented customer Support specialist with a Bachelor’s degree in Business and Office Management and over 3 years of experience across finance and hospitality industries. Expertise in addressing technical issues, engaging with communities, and resolving customer inquiries, contributing to increased satisfaction rates. Knowledgeable in CRM tools like Hubspot, Freshdesk, and Zendesk. Thrives in dynamic, fast paced settings that demand multitasking and quick problem-solving.
Overview
3
3
years of professional experience
Work History
Customer Support Specialist
Beambitx Crypto Exchange
03.2024 - 10.2025
- Delivered multi-channel support (email, chat, Telegram) for users on crypto deposits, withdrawals, and KYC verification.
- Guide users through account creation, identity verification (KYC/AML), and platform onboarding processes.
- Resolved login, 2FA, and transaction issues, ensuring seamless access to wallets and trading systems.
- Collaborated with the Compliance and Technical Teams to maintain security standards and detect fraudulent activities.
- Document customer issues and solutions in CRM systems, enhancing efficiency and internal knowledge sharing.
- Achieved a 98% customer satisfaction rating, reducing response time to under 3 minutes and improving user engagement by 18%.
Assistant Store Manager
City Blue Creekside Hotel & Suites
Mombasa
07.2023 - 03.2024
- Oversaw daily store operations including inventory control, ordering, and stock replenishment.
- Monitored product usage, supplier relations, and cost controls to reduce waste and improve profitability.
- Collaborated with the finance team to prepare weekly stock and sales reports.
- Ensured compliance with hotel procurement standards and internal control procedures.
- Assisted in planning and execution of events, banquets, and guest services.
- Improved internal communication between procurement, kitchen, and management teams to streamline operations.
Front Office Receptionist
PrideInn Paradise Beach resort
Mombasa
01.2023 - 04.2023
- Delivered front-desk and guest relations services, handling bookings, check-ins, and check-outs.
- Responded promptly to guest inquiries, resolving issues and ensuring customer satisfaction.
- Managed phone calls, emails, and visitor inquiries with professionalism and confidentiality.
- Maintained accurate records of guests, room availability, and payments.
- Supported daily coordination between departments-housekeeping, maintenance, and catering-for efficient service delivery.
- Assisted in organizing corporate events and hotel promotions.
- Provided administrative support, filing, and data entry for hotel management reports.
Education
Bachelor's Degree - Business and Office Management
Technical University of Mombasa
Mombasa, Kenya12.2024
Skills
- Exceptional customer support skills
- Data entry
- Live chat support
- Ticket management
- Computer proficiency
- CRM software knowledge
- Email management
- Technical troubleshooting
- Time management
- Excellent written and Verbal communication
- Analytical abilities
- Problem-solving abilities
- Decision-making abilities
- Multitasking skills
- Excellent organizational skills
- Excellent interpersonal skills
- Proficiency in Microsoft Office Suite
- Community management
- Project management
- Sales awareness
- Marketing awareness
References
Available upon request
Languages
- English, C1 (Advanced)
- Swahili, C1 (Advanced)
- German, B1 (Intermediate)
Timeline
Customer Support Specialist
Beambitx Crypto Exchange
03.2024 - 10.2025
Assistant Store Manager
City Blue Creekside Hotel & Suites
07.2023 - 03.2024
Front Office Receptionist
PrideInn Paradise Beach resort
01.2023 - 04.2023
Bachelor's Degree - Business and Office Management
Technical University of Mombasa