Angela Chebet Kenduiwo
https://www.linkedin.com/in/angela-k-498107a6/ , Nairobi, Kenya
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Professional Summary
With more than four years of experience as a Customer Support Specialist, I have effectively interacted
with clients through various communication channels like phone, email, and live chat. I possess in-depth
knowledge of CRM systems such as Zendesk, Salesforce Inc., Meet by Google, and Zoom, enabling me to
provide remote customer service worldwide. My primary focus is on delivering valuable solutions across
multiple platforms, ensuring high customer satisfaction, and consistently achieving desired CSAT scores.
I prioritize understanding customer needs and building strong relationships to effectively address their
concerns and provide relevant answers to diverse users. As a committed team player, I excel in
communication, time management, and possess a thorough understanding of the customer service
industry.
Skills
Self-starter
Customer-centricity
Creative Problem-solving
Empathic Listening
Solution Oriented
Excellent Communication
Experience
Global Customer Support Specialist
Apr 2022 ‐ May 2023
GovAssist LLC ‐ Nairobi, Kenya
A company that provides individuals traveling to the US with information, giving them instant access to
decades of industry experience from anywhere in the world and increasing their chances of having a
sufficient, stress-free path to getting a US Visa or entry permit.
Handled product and service queries via call, email, live chat, video, and social media channels.
Negotiated and grew new and existing customer accounts through effective sales techniques.
Assisted clients in booking appointments and rescheduling as necessary, depending on
availability.
Evaluated risks when handling order information, billing issues, and quality control problems.
Identified outdated information in the database, verified and made necessary changes to existing
records.
Performed research on customer inquiries and requests and documented all resolutions and
follow-up.
Contributed to improving service processes and workflows during company and team meetings.
Freelance Content Writer
Apr 2021 ‐ Mar 2022
Nation Media Group ‐ Nairobi, Kenya
The Nation Media Group is a leader in media and entertainment with businesses in television networks,
film, and TV entertainment, and uses its industry-leading operating scale and brands to create, package,
and deliver high-quality content on a multi-platform basis.
● Remotely carried out research and fact-checked data on topics assigned.
● Produced weekly content in the form of newspaper articles and developed well-researched pitches.
● Formulated texts by prescribed editorial and formatting guidelines.
● Communicated with the client to illustrate assignment-related expectations.
● Converted information into readable, easy-to-understand content tailored to the specific audience.
● Identified customers' needs and gaps in the content and recommended new topics.
Foreign Service Officer
Jan 2020 ‐ Jan 2021
Ministry of Foreign and Diaspora Affairs ‐ Nairobi
The Ministry of Foreign and Diaspora Affairs of the Republic of Kenya is a ministry in the Government
of Kenya that oversees the foreign relations of Kenya.
● Participated in and reported on meetings with diplomats or dignitaries and prepared reports.
● Assisted foreign nationals traveling to their home country by explaining policies and protocols and
solving any arising problems.
● Worked as part of a team on developmental economic partnerships that supported business interests
abroad.
● Analyzed political events and developments as assigned and undertook guided research reporting to
the head of the directorate.
Sales and Customer Service Representative
Jan 2017 ‐ Dec 2019
African Resort International ‐ Nairobi, Kenya
An award-winning company that presents fantastic holiday properties at a fraction of the traditional cost
without worrying about the day-to-day managing of the property.
Resolved in-person and remote client queries, recommended solutions, and guided clients
through features.
Maintained a huge volume of potential leads and followed up through subsequent sales pitches.
Assisted in integrating public and analyst relations programs across departments by training new
colleagues.
Observed and escalated unresolved issues to ensure the problem was handled appropriately.
Collected prompt and accurate customer feedback and noted the customer's suggestions for
improvement.
Scheduled appointments for businesses or private individuals for the sales team.
Public Relations and Communications Intern
Jul 2015 ‐ Dec 2016
Kenya Red Cross Society ‐ Nairobi, Kenya
The Kenya Red Cross supports and runs a number of projects whilst raising awareness among the
Kenyan public about the current issues or problems which may affect them. Some of the projects which
are either run by or assisted by the Kenya Red Cross are Famine, blood services, first aid projects,
disaster and emergency services, and education services.
● Primary contact following up on all the activities pertaining to making the KRCS @50 celebrations a
success, including photo exhibition at the National Museum and annual gala planning.
● Supported the effective implementation of public relations and communications, emphasizing external
relations and resource mobilization.
● Researched funding projection and grant development in prospects to funding opportunities for the
society and set up appointments with potential donors.
● Assisted with the integration of public relations campaigns across multiple media.
● Collected and analyzed media coverage to assist in department planning of activities.
● Drafted press releases to be aired on television, radio, and online platforms.
Education
Master of Arts : Communication and Media Studies
University of Nairobi ‐ Nairobi, Kenya
Dec 2023
Bachelor of Arts : International Studies
University of Nairobi ‐ Nairobi, Kenya
Upper Second-Class Honours
Dec 2015
Language
English, Native
Swahili, Native
