Maxwel Ngwana
-| -
SUMMARY
Seasoned customer service professional with 5 years of experience, adept in managing client relationships and
enhancing customer satisfaction. Skilled in supervising staff, strategizing for improved service delivery, and maintaining
operational efficiency. Seeking a Customer Service role to leverage expertise in account management and team
leadership for exceptional service outcomes.
WORK EXPERIENCE
Lawton Lighthouse
Remote-Iowa
Customer Support Director Apprenticeship
May 2023 - Present
• Plan and conduct team trainings to elevate skills and boost performance efficiency.
• Supervise and guide staff from orientation to ongoing support, ensuring alignment with operational standards for
project delivery.
• Manage client relationships, focusing on retention and revenue optimization for a portfolio of over 50 accounts.
Majorel-Teleperfomance
Remote
Customer Service Representative
Oct 2022 - Oct 2023
• Addressed inquiries and delivered detailed product information to customers via virtual communication channels,
ensuring clarity and alignment with client objectives.
• Resolved customer issues and provided tailored support, contributing to the enhancement of overall customer
satisfaction and relationship building.
• Partnered with team members in a remote setting to continually refine customer service strategies and achieve team
performance targets.
Metro By T-MOBILE
Remote-USA
Customer Service Representative
May 2022 - Oct 2022
• Managed multi-channel communications, ensuring clear product information dissemination and service delivery
for both new and existing customers.
• Effectively resolved customer inquiries and complaints, contributing to customer satisfaction and sales
enhancement.
• Analyzed customer feedback for process improvements, resulting in increased customer retention and streamlined
record-keeping.
Bubbly Management Group
Customer Support Team Lead
Jan 2020 - May 2022
• Directed resolution of complex customer issues, maintaining satisfaction through efficient communication and
task prioritization.
• Implemented process enhancements, improving operational efficiency through comprehensive documentation
and staff training.
• Fostered client relationships, supporting successful implementation, adoption, and renewal across a portfolio of
60+ accounts.
• Coordinated new client onboarding, ensuring clear communication and thorough collection of necessary
documentation.
Kava Africa
Agency Services and Facilities Executive
Aug 2017 - May 2019
• Analyzed call patterns to refine customer service protocols, contributing to ongoing operational improvements.
• Administered customer complaint resolution processes, leading to the adaptation of policies to meet changing
client requirements.
• Oversaw supply inventory management across multiple locations, ensuring resource availability and supporting
service delivery optimization.
Teller & Shop Manager
Aug 2015 - Aug 2017
• Oversaw teller operations, ensuring precise cash and float reconciliations while maintaining compliance with
financial regulations and Know Your Customer (KYC) procedures.
• Facilitated secure daily cash-in-transit operations, handling funds averaging KSH 10 million, aligning with
company policies and banking standards.
• Performed regular cash audits to verify the accuracy of physical cash against system records, reinforcing financial
integrity and operational efficiency.
EDUCATION
University of Nairobi
Bachelor of Arts, International Relations
Dec 2019
SKILLS
Zoom • Slack • Discord • Google Workspace Proficiency • Team/Time Management • Complaint Handling &
De-Escalation • Building Customer Rapport • Collaboration • Empathy • Remote Communication • Adaptability
With Virtual Tools and CRM Systems • Remote Customer Outreach • Virtual Training/Onboarding • GDPR
Compliance • Synchronous Team Player • Strong Written and Verbal Skills • Conflict Resolution • Time Management
• Data Entry • Active Listening • Communication • Problem-Solving
