Florence Wangeci

FLORENCE WANGECI Customer Support & Remote Operations Specialist | SaaS | E-commerce | Fintech Nairobi, Kenya | Remote-ready PROFESSIONAL SUMMARY Results-driven Customer Support and Remote Operations Specialist with 6+ years of experience supporting global clients across SaaS, fintech, and e-commerce environments. Proven ability to manage high-volume support queues, resolve complex escalations, optimize workflows, and improve customer satisfaction metrics. Skilled in multichannel support (voice, chat, email), CRM systems, and process improvement. Recognized for empathy, operational excellence, and the ability to thrive in fast-paced remote teams. CORE SKILLS • Customer Support & Escalation Management • SaaS & E-commerce Support Operations • Virtual Assistance & Administrative Support • CRM & Ticketing Systems (Zendesk, Intercom, Beehive, CRM tools) • Process Optimization & Quality Assurance • Multichannel Support (Voice, Chat, Email) • Stakeholder Communication & Reporting • Remote Team Collaboration & Time Management PROFESSIONAL EXPERIENCE TalentPop — Customer Support & Virtual Assistant Specialist Jul 2024 – Nov 2025 - Supported multiple global clients across e-commerce, bookkeeping, and administrative operations in a remote environment. - Managed customer inquiries, order processing, account updates, and backend operational tasks with high accuracy and efficiency. - Handled bookkeepingrelated tasks including data entry, invoice tracking, and financial documentation support. - Improved response time and resolution quality by applying structured workflows and prioritization techniques. Delivered consistent, empathetic customer experiences while meeting SLA and productivity targets. Teleperformance (formerly Majorel) — Customer Support Specialist Jan 2022 – Jun 2024 - Provided multichannel customer support for global users in high-volume environments. - Resolved complex technical and account-related issues while maintaining strong CSAT and quality scores. - Managed escalations and collaborated with internal teams to ensure timely issue resolution. - Contributed to quality improvement initiatives by identifying recurring issues and 1 recommending process enhancements. - Demonstrated strong crisis management skills in sensitive customer safety and emergency scenarios. Majorel — Customer Service Representative Nov 2020 – Dec 2021 - Delivered exceptional customer service across voice and non-voice channels. Maintained high productivity and quality standards in fast-paced support queues. - Built strong customer relationships through clear communication and problem-solving. - Consistently met or exceeded performance metrics, including resolution time and customer satisfaction. Gloratech — Customer Support Associate Jan 2020 – Oct 2020 - Assisted customers with product inquiries, troubleshooting, and account-related requests. - Documented customer interactions and maintained accurate records in CRM systems. Supported operational tasks to improve service efficiency and team collaboration. Tala — Customer Support Agent Dec 2018 – Dec 2019 - Provided customer support for fintech users, resolving account, transaction, and app-related issues. - Ensured compliance with company policies and regulatory requirements. - Contributed to customer retention by delivering timely and reliable support. EDUCATION & CERTIFICATIONS • Bachelor of Commerce — Kisii University • EFSET English Certificate — Proficient (C2) TECHNICAL TOOLS Zendesk, Intercom, CRM platforms, Beehive, Google Workspace, Microsoft Office, Remote Collaboration Tools REMOTE WORK READINESS • Reliable high-speed internet with backup connection • Dedicated home office setup • Strong time management and self-discipline KEY ACHIEVEMENTS (HIGHLIGHTS) • Successfully managed high-priority escalation queues while meeting multiple operational deadlines. 2 • Recognized for empathetic communication and effective crisis response in customer safety cases. • Contributed to process improvements that enhanced team efficiency and service quality. 3