Rachel Ayieko
Customer Support Specialist and Community Manager
Nairobi,44649
Summary
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
Work History
Community Manager
Tokenminds
Singapore (Remote)
08.2021 - 12.2024
- Collaborated effectively with the marketing team to develop and implement strategies that increased community engagement by 30%, demonstrating strong teamwork and strategic alignment
- Planned and executed online campaigns and events to boost community awareness and participation. This led to an increase in our online users by 50%
- Managed the banned user process, tracked and removed previously banned users which led to a decrease in the number of scam reports by 60%
- Demonstrated strong mediation skills by actively listening to all parties, maintaining neutrality, and facilitating the development of mutually agreeable solutions for various community disputes
Customer and Product Support Specialist
Worldwide Asset Exchange
Santa Monica CA (Remote)
11.2021 - 12.2023
- Developed and maintained a comprehensive knowledge base that captured best practices and solutions to common issues, that led to reduced support response times by 15% and enabled teams to efficiently resolve common issues.
- Collaborated with engineering and operations teams to escalate and resolve complex issues, resulting in a 20% reduction in client support tickets and ensuring a seamless user experience.
- Managed support requests and effectively assigned customer queries to technical teams, improving response times by 30%.
- Engaged proactively with the community on platforms like Discord, providing timely support and insights that increased user satisfaction scores by 25% and strengthened community trust.
- Implemented user feedback to shape product development, directly influencing the enhancement of knowledge resources.
- Countered YouTube fraud by actively monitoring comments and reporting malicious channels, helping to reduce malware-related posts by 40% and protect users.
- Monitored daily NFT creator checks to identify and block offensive or infringing NFTs in Admeen, maintaining marketplace integrity and enhancing user trust.
- Analyzed and reported engagement metrics for posted Medium blogs, providing insights that informed content strategy and increased reader interaction by 15%.
- Managed open Bounce suppression JIRA tickets and created new ones as needed, improving email delivery rates and reducing customer support issues related to authorization codes.
- Processed and tracked all marketplace redemptions at vIRL.com, ensuring timely delivery and a positive customer experience.
- Coordinated with security researchers for bug bounty payouts, fostering collaboration that led to the identification and resolution of critical vulnerabilities.
- Created detailed JIRA tickets for bugs and collaborated with the engineering team for prompt evaluation and resolution, reducing bug resolution time by 10%.
- Moderated chat during Tyranno Studios Twitch broadcasts, maintaining a positive environment and increasing viewer engagement.
- Banned impersonators and scammers in all WAX Discord servers, protecting the community and preserving brand reputation.
Community Administrator
NeoNomad Xchange
South Africa (Remote)
03.2021 - 11.2021
- Set up Discord servers, Telegram groups, and bots, establishing foundational community channels that support onboarding and engagement.
- Drive rapid initial growth for both Discord and Telegram communities, achieving a 10% increase in member count within the first 4 months.
- Host and contribute to panels and community discussions, fostering active participation and increasing community engagement metrics by 15%.
- Help provide a seamless user experience by addressing support issues and reviews promptly, resulting in a 20% increase in user satisfaction scores.
- Identify, build, and cultivate key relationships with community members, sourcing actionable insights that inform product and community strategies shared with relevant teams.
- Monitor community activity to maintain a positive environment, and implement growth initiatives that sustain ongoing community expansion and engagement.
- Develop community guidelines and moderation strategies to ensure community channels remain fun and respectful.
Personal Assistant
Paxful
USA (Remote)
03.2021 - 04.2021
- Monitored and expanded the digital community through social media platforms.
- Moderated the community on Telegram and Discord.
- Organized AMAs and contests.
- Responded positively and creatively to fans on social media.
- Published blogs on different platforms such as Medium.
- Managed Telegram, Discord, Facebook, Instagram, and Twitter posts for several projects.
- Created content and shared it with the community on different platforms.
- Managed the website content.
- Measured, reported, and analyzed the performance of social media platforms to use their KPIs to plan, set goals, and co-create.
Community Manager
Kubitx
01.2019 - 12.2019
- Built, moderated, and grew the community on Telegram and Discord.
- Helped the new users learn how to use the platform.
- Engaged community through contests, webinars, etc.
- Educated the community on certain topics.
- Content creation: Social media posts, educative content.
- Explored new community-friendly platforms to facilitate the expansion of the local crypto user base and influence.
- Ensured community acquisition and growth by reinforcing a positive image of the company.
Education
Bachelor of Business Science - Actuarial Science
Strathmore University
Nairobi, Kenya 01.2014 - 12.2020
Skills
Active listening
Problem-solving
Client service and support
Multilingual communication
Relationship building
MS office Suite
Customer relationship management
Analytical thinking
CRM software
Adaptability and flexibility
Conflict handling
Knowledge base maintenance
Teamwork and collaboration
Customer service
Blockchain expertise
Timeline
Customer and Product Support Specialist
Worldwide Asset Exchange
11.2021 - 12.2023
Community Manager
Tokenminds
08.2021 - 12.2024
Community Administrator
NeoNomad Xchange
03.2021 - 11.2021
Personal Assistant
Paxful
03.2021 - 04.2021
Community Manager
Kubitx
01.2019 - 12.2019
Bachelor of Business Science - Actuarial Science
Strathmore University
01.2014 - 12.2020