Lizer Kirema

Lizer Kendi Kirema 📞 - | 📧-| 🔗 LinkedIn: https://www.linkedin.com/in/lizer-kirema-/ Professional Summary Dedicated and results-driven Customer Support Specialist with 10+ years of experience, including 2+ years in a supervisory capacity. Skilled in live chat, email support, fraud prevention, Zendesk, payment resolution, and customer retention. Proven ability to handle high-volume environments, ensure SLA adherence, and improve customer satisfaction. Strong background in trust and safety, quality audits, and team training, with excellent communication and analytical skills. Core Competencies - Remote Customer Support - Zendesk, Live Chat, and Email Support - Fraud Prevention & Risk Management - Conflict Resolution & Escalation Handling - CRM & Ticketing Tools - Customer Retention Strategies - Quality Assurance & Compliance - Leadership & Team Training - Analytical Problem Solving - Time Management & SLA Adherence Professional Experience Trust and Safety Supervisor & Quality Assurance — Ecom Services Ltd / Social Discovery Group (Sep 2021 – Present) • Led a team of 14, ensuring a 40% decrease in fraudulent cases and maintaining 100% compliance. • Conducted internal quality audits, reducing errors by 25%. • Improved fraud detection accuracy by 35% through targeted training. • Developed proactive fraud prevention strategies that cut financial losses by 45%. Fraud Customer Service Associate — Ecom Services Ltd (Feb 2019 – Sep 2021) • Reduced fraudulent transactions by 50% via case investigation and trend analysis. • Maintained a 95%+ resolution rate on escalated fraud cases. • Helped grow client base by 20% through service excellence. • Guided new hires in fraud case handling, improving their accuracy by 30%. Customer Service Executive – Payments & Live Chats — Ecom Services Ltd (Aug 2015 – Aug 2019) • Maintained 98% accuracy in resolving service and payment issues. • Handled live chat support with a 97% first-contact resolution rate and CSAT over 90%. • Delivered timely reports and insights that improved internal processes by 20%. • Helped the department exceed monthly targets by 12% on average. Customer Service Representative — Ecom Services Ltd (Aug 2014 – Aug 2015) • Handled user moderation and fraud checks to ensure a safe and compliant environment. • Supported customers via help requests and live chat, maintaining professional engagement. • Demonstrated success both independently and within team settings. Education - Virtual Assistant Certification — ALX Africa - Diploma, Business Management — St. Paul’s University, Nairobi - Certificate, Computer Studies — Computer Pride Chogoria - KCSE — Kajiunduthi High School References Jane Wambui Nganga Trust & Safety Manager, Ecom Services Ltd- Jacqueline Waititu General Manager, Ecom Services Ltd-