Christine Nyaguthii Muchiri

CHRISTINE MUCHIRI ◆ Nairobi, Kenya ◆ - ◆-◆ linkedin.com/in/christinemuchiri REMOTE CUSTOMER SUPPORT SPECIALIST Meticulous and customer focused Customer Support Specialist with 3 years of experience within SaaS and fintech environments. I have expertise in assisting with timely technical challenges, providing customer support ticket management, and giving world-class user experiences. I have experience working with Zendesk, Salesforce, and JIRA, and a strong desire to work collaborative with a team, continue learning and work to be the best I can be. I am committed to build lasting relationships with customers, and participate in innovative and growing tech teams. WORK EXPERIENCE Customer Experience Specialist - Current Moneto Ventures Limited Key Achievement; Increased the company AUM from 260 million to 600 million in less than 5 months through the acquisition of users and offering great customer support. • Spearheaded process improvement initiatives that reduced claims processing time by 30%. Responsibilities; • Taking ownership of customer issues, resolving queries across email, phone, and social media platforms, ensuring seamless and convenient service. • Created and maintained help center articles, FAQs, and user guides, reducing support queries by 25%. • Handled support tickets through Zendesk, escalating bugs and technical issues to engineering and product teams. • Reviewing client feedback, for optimizing app user experience and functionality. • Chat (95% customer engagements)- solved all customer queries through email and phone. • Worked with the tech team to solve any issues related to product. • Provided quality assurance and run data driven analysis to improve the customer service. • Scanning the social-media platforms for problematic content and correcting adherence to community guidelines. • Use user-engagement data to enhance the quality and relevance of the content • Noted developments, indicated potential dangers to management. • Collaborated with cross-functional teams to provide user feedback that improved app functionality and UX. • Conducted onboarding and training support for new users, contributing to a 15% increase in app retention rates. CORE COMPETENCIES • • • • Customer Support Excellence- Extensive experience in handling large-scale customer inquiries via Zendesk, email, and chat and JIRA for Ticket Management. Product and feature Advocacy - Effectively document bugs, customer feedback and feature requests that help improve user experience. Process Optimization & Automation - Enhance efficiency and response times by streamlining support workflows. Communication and Stakeholder Engagement - Improved communication and stakeholder involvement, with emphasis on clear, professional, empathetic customer interactions through Slack, Zoom calls, and Loom for communication and collaboration. • • Remote work and self-management - Demonstrating aptitude for working autonomously in remote settings, while maintaining high levels of performance and accountability. Microsoft Office Suite - Strong proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) EDUCATION Bachelor of Science: Project Planning and Management- 2021 Moi University – Eldoret Customer Success Strategic Management Certification- 2024 CustomerSuccessU.org Certificate in Virtual Assistance: Administration/Communication, 2022 Udemy.com International Computer Driving License Certificate: Computer Studies, 05/2019 Nairobi Institute of Business Studies – Kiambu