About
Customer Support Specialist | Chat, Email & Customer Service
I’m a dedicated Customer Support Specialist with experience providing professional and efficient support through chat, email, and other customer communication channels.
I specialize in understanding customer needs, resolving issues, handling complaints, and ensuring every customer receives a positive experience. I also have experience with incident management, performance evaluation, and assisting with the training of customer service agents.
What I can help you with:
* Customer support via chat, email, and phone
* Resolving customer issues and complaints
* Handling tickets and incident management
* Customer communication and follow-ups
* Data entry and administrative support
* Monitoring and evaluating customer-service quality
* Training and supporting customer service agents
* Troubleshooting and escalating issues when necessary
I’m reliable, detail-oriented, patient, and comfortable working independently in a remote environment. I learn new tools and processes quickly and always aim to represent the company professionally.
If you’re looking for someone who can communicate clearly, solve problems efficiently, and provide excellent customer support, I’d be happy to help.
What I'm looking for
I am looking for a remote opportunity in Customer Support, Customer Experience, or Operations where I can use my experience in customer service, incident management, and problem-solving. I am particularly interested in roles involving chat, email, and phone support, customer issue resolution, ticket management, and operational support.
I have experience working with customers from different backgrounds, handling and resolving issues efficiently, following established processes, and maintaining
Experience
Incident Management Specialist
May 2025 – Present
• Review and investigate reported incidents between drivers and passengers.
• Analyze trip data, chat history, and supporting evidence to determine appropriate actions.
• Make fair decisions in line with company policies and safety standards. Handle cases through multiple communication platforms including emails, inbound/outbound calls, and internal systems.
• Handle cases through multiple communication platforms including emails, calls, and internal systems.
• Communicate professionally with users regarding case outcomes.
• Monitor trends and escalate serious or repeated issues when necessary.
• Support platform safety by preventing fraud, misconduct, and policy violations.
Incident HandlingCommunication PlatformsData Analysis
InDrive
Customer care support
Jan 2023 – Apr 2025
Key Activities: Talking to clients in live chat, messenger and emails, receive customer complaints and dealing with finding solutions for them and product promotion and selling.
Worked as a trainer and the key activities include: Developed and delivered training programs, created instructional materials, assessed learner progress, and facilitated skill development in [customer service], ensuring effective knowledge transfer and performance improvement.
Supported financial analysis, budgeting, and forecasting, ensuring accurate financial reporting, and cost control, while collaborating with teams to identify risks, solve problems, and adapt to changing regulations.
Customer ServiceTrainingFinancial Analysis
Call power
Sales
Nov 2022 – Dec 2022
• Promoted and sold insurance products to individual and corporate clients based on their needs.
• Identified new sales opportunities through networking, referrals, and client follow-ups.
• Explained policy features, benefits, and coverage clearly to help clients make informed decision.
SalesClient RelationsProduct Promotion
Jubilee insurance
National Bank of Commerce, NBC
1 yr 2 mos
Field Program
Aug 2021 – Oct 2021
• Head office 2021 Field program
• Departments: Account opening and maintenance, account opening department, finance and accounting department.
• Key activities: opening of customers’ accounts, Maintenance of customer accounts, Replication of accounts and Correction or account information errors.
• Assisted in financial analysis, budgeting, and reporting, managed accounts payable/receivable, utilized accounting software like QuickBooks and Microsoft Excel, and collaborated with cross-functional teams to ensure accurate financial data and support decision-making.
QuickBooksMicrosoft ExcelFinancial Analysis
Field Program
Sep 2020 – Nov 2020
• Main cooperate branch 2020 field program.
• Departments: Customer service. loan and credit and account opening
• Activities: Opening of customers’ accounts Preparation or daily balance, Customer service etiquette Loan application process, standing order applications
Customer ServiceLoan ProcessingAccount Management
Education
The institute of finance management
Bachelor of Science · economics and finance
2019 – 2022
St. Anthony high school
2017 – 2019
Algebra Islamic seminary
2013 – 2016
Hope English medium primary school
2009 – 2015
Skills
Multi-Channel SupportConflict ResolutionPolicy ComplianceQuality AssuranceProcess ImprovementIncident HandlingPerformance MonitoringStaff TrainingTeam Leadership
Languages
KiswahiliEnglishHindi (Limited working proficiency)
