Cynthia Musembi

CYNTHIA MUSEMBI Nairobi, Kenya | LinkedIn: www.linkedin.com/in/cynthiamus PROFESSIONAL SUMMARY Results-driven Customer Support and Customer Success Specialist professional with 4+ years of remote experience supporting U.S. based customers across phone, email, and live chat in fast-paced remote and high-volume service, environments. Valued for empathy, clarity, and problem-solving under pressure. Strong background in Ecommerce, Health care and wellness industry, retail, grocery, delivery industries, subscriptions, billing, escalations, and retention, great customer satisfaction with a proven ability to turn frustrated customers into loyal ones, with strong experience in operations coordination, and stakeholder management. Proven track record in improving customer satisfaction, reducing response times, and leading teams in fast-paced settings. Skilled in CRM systems, datadriven decision-making, and administrative support with an EA/VA-style approach to organization, scheduling, and documentation. EXPERIENCE TALENTPOP — Customer Support Specialist (Remote) Costa Mesa, California August 2024 – Present • • • • • • Handled multi-channel support (phone, email, and live chat), resolving 400+ customer inquiries weekly with professional, empathetic communication. Improved overall customer satisfaction scores by 60% through proactive problem-solving and clear follow-ups. Reduced average response time by 25–30% by standardizing workflows and templates for common issues. Partnered with cross-functional teams (operations, QA, and product) to improve process accuracy and reduce repeat tickets by 20%. Identified customer pain points and recommended solutions that improved retention and repeat engagement. Documented interactions in CRM systems, analyzed trends, and supported continuous service improvement. CCI GLOBAL LTD — Customer Service Representative & Team Lead Remote and Hybrid Nairobi, Kenya, June 2023 – July 2024 • • • • • • • Managed 80+ customer interactions per shift across phone, email, and chat while maintaining professional service standards. Achieved and sustained a 90% first-contact resolution rate. Increased customer retention by 15% through personalized support, follow-ups, and proactive issue prevention. Led and coached a team of 12–15 agents, providing real-time feedback, call shadowing, and performance reviews. Reduced escalations by 20% by strengthening frontline troubleshooting and accountability. Conducted daily shift briefings, tracked KPIs, and ensured SLA compliance. Collaborated with QA, Training, and Operations teams to close performance gaps and improve service consistency. MINISTRY OF FOREIGN AFFAIRS — Public Service Intern Nairobi, Kenya Jan 2022 – Feb 2023 • • • • • • Drafted and edited official correspondence, reports, and briefing documents for senior officials and international meetings. Supported onboarding for new interns and attachés, improving their time-to-productivity by 30% through structured guidance. Acted as a central point of contact for inquiries, scheduling, and document coordination. Assisted in planning and coordinating diplomatic events, conferences, and official visits, ensuring smooth logistics. Managed calendars, meeting materials, and stakeholder communications in an EA/administrative capacity. Liaised with embassies and international organizations to support relationship-building and coordination. DISKTECH SYSTEMS — IT Technician & Client Support Associate Nairobi, Kenya May 2021 – Jan 2022 • • • • • • Supported clients with hardware/software troubleshooting, installations, and system maintenance. Handled 50+ customer inquiries daily, improving satisfaction through clear communication and quick resolution. Contributed to a 30% increase in service-related sales through effective client relationship management. Assisted with data backups, system recovery, and basic network troubleshooting. Supported social media operations through social media management and administrative tasks including scheduling, record keeping, and follow-ups. Coordinated small technical teams during application installations. BOOST CONVENIENCE STORE — Shop Attendant (Customer Service & Operations) Nairobi, Kenya Jan 2020 – Mar 2020 • • • • Delivered consistent customer service at point of sale, improving repeat purchases through friendly engagement. Maintained accurate inventory records and visual merchandising standards. Trained new staff on POS systems and customer service best practices. Processed transactions with 100% accuracy and balanced cash registers daily. KENYA REVENUE AUTHORITY — Attaché (Administrative Support) Nairobi, Kenya Jan 2019– March 2019 • • • Prepared written reports, correspondence, and official documentation. Managed travel permits, records, and filing systems. Supported benchmarking visits and general office operations. MINISTRY OF FOREIGN AFFAIRS — Intern Nairobi, Kenya June 2018– Dec 2018 • • • • • • • • • Coordinated guest registration, logistics, and protocol for international diplomats and delegations. Supported high-profile conferences, summits, and official visits. Acted as a Project Coordinator while providing executive-level administrative support, managing calendars, correspondence, documentation, and serving as a central point of communication between senior officials, diplomatic missions, donors, and internal teams Reduced back-and-forth emails, prevented scheduling conflicts, and allowed senior officials to focus on high-level decision-making rather than operational details. Assisted in drafting and editing diplomatic correspondence, reports, and briefing materials for high level meetings and international conferences. Ensured the Senior official’s priority tasks were completed on time 85% of the time over 12 months by managing budgets and coordinating project timelines. Assisted with travel coordination, itinerary planning, and end-to-end logistics for senior officials, enabling them to focus on high-level diplomatic engagements such as bilateral meetings, MOU signings, state visits, and international conferences while ensuring protocol compliance and smooth execution of all engagements. Led small teams of new interns to ensure smooth onboarding and task execution. Maintained schedules, documents, and communication workflows for senior staff. EDUCATION JARAMOGI OGINGA ODINGA UNIVERSITY OF SCIENCE AND TECHNOLOGY — Nairobi, Kenya Bachelor of Arts in International Relations & Diplomacy with IT Sep 2016 – Nov 2019 Regional Centre for Tourism & Foreign Languages — Nairobi, Kenya Spanish Language Feb 2016 – Aug 2016 KEY SKILLS Professional: Customer Success & Support, Team Leadership, Data Analysis, Onboarding & Coaching, Relationship Management, Conflict Resolution, SLA Management, Report Writing, Event Coordination, Stakeholder Engagement, Executive/Virtual Assistance, Time Management, Attention to Detail. Project Management: Notion, Trello, SOP documentation, task prioritization. Executive & Administrative Support: Calendar management, inbox management, scheduling, travel planning, meeting coordination, confidentiality. Communication Tools: Slack, Zoom, Microsoft Teams, Google Meet CRM & Operations: HubSpot, Salesforce, Gorgias, Shopify, Zendesk, Recharge, Skio, Basic Networking, Hardware/Software Support. Productivity & Data: Google Workspace, Microsoft Office, reporting, spreadsheets, Microsoft 365. Remote Work & Leadership Support: Working across U.S. time zones, startup environments, proactive problem-solving Languages: English (Fluent), French (Intermediate), Spanish (Basic).