Georgina Munywoki
Customer Support Specialist
SUMMARY
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Nairobi, Kenya
linkedin.com/in/georginamunywoki/
I am a seasoned support executive/team leader with 5 years of experience working in the global
realm, in both the eCommerce and SaaS industries. I am very passionate about building strong
customer relationships, driving brand loyalty and increasing user/customer engagement.
CAREER
Feb 2021 - Present
Customer Service Specialist
iHerb.com
iHerb.com is a leading online international health and wellness brands based in
the USA. They deals in supplements, sports nutrition, body & bath, beauty,
groceries, baby and pets brands. My responsibilities are:
Handling and resolving an average of 40+ customer inquiries and complaints
daily through Zendesk.
Recording each customer contact in the form of comments, details, and
action taken in their accounts.
Processing RMAs (return merchandise authorizations).
Escalating customer issues and following up as necessary for timely
resolution.
Meeting and maintaining Quality, CSAT and Productivity expectations.
Oct 2020 - Present
Customer Support Executive
CloudConcept
CloudConcept is the company that has created a new disruptive app for
Monday.com, DocuGen. The app is used to generate documents from Monday
boards with one simple click. My responsibilities were:
Responding to live chat requests regarding the installation and use of the app,
tech issues, and new feature requests through JivoChat.
Monitoring the app's usage on SalesForce to identify users who are
experiencing issues and reaching out to them.
Carrying out follow-ups with users regarding their experience.
Escalating complicated issues to the developers.
Keeping the management updated on emerging issues.
Dec 2020 - Jan 2021 Customer Service Executive
FruitsNRootz
FruitsNRootz is a Miami, Florida-based online tropical fruit retailer serving the
North and South American market. This was a temporary position to help the
company clear their December sale support queue. My responsibilities were:
Responding to 100+ email inquiries and complaints daily.
Processing refunds for unsatisfactory and lost orders
Qualifying and responding to refund requests.
Organising and maintaining ZenDesk inbox in alignment with pre-set tags
Problem-solving and providing customer-centric solutions, while being mindful
of company loss.
Communicating escalated customer questions/refund requests to management.
Aug 2019 - Present
Customer Support Team Leader
Streetbees
Streetbees is one of the fastest-growing tech startups based in the UK. It
provides businesses with global market research insights in real-time, from any
market in the world.
Creating SOPs, training material and documentation for the company's
customer support role, and keeping them up to date.
Training new members of the team and making sure that they are on par with
set guidelines and standards.
Representing the 8 team members in monthly management review meetings.
Jul 2017 - Aug 2019
Customer Support Executive
Streetbees
Streetbees is one of the fastest-growing tech startups based in the UK. It
provides businesses with global market research insights in real-time, from any
market in the world. My responsibilities were:
Responding to 50+ users' email requests daily while maintaining a first
response time of fewer than 3 hours, and a satisfaction rating of more than
90%.
Escalating emerging issues to the finance, product and tech teams through
the manager.
Sep 2019 - May 2020
Upani Homes
Limited
Executive Assistant to the Director
Customer Support: Founded (recruited, trained and managed) a team of 2
customer support associates to manage booking inquiries.
OTAs management: Kept the listings up to date in terms of pricing and
information.
Human Resources: Executed the recruitment, training and performance
reviews of contractors and the 5 team members based on site.
Social Media Management: Developed a social media strategy (ads and posts)
for the property's Facebook, Instagram, Twitter and Pinterest pages.
Operations management: Managed all the working tools; optimizing and
documenting working processes all around.
EDUCATION
2012 - 2017
Bsc. Electronic
and Computer
Engineering
SKILLS
Jomo Kenyatta University of Agriculture and Technology (JKUAT)
Member, Women in Tech JKUAT Club
Member, Wings to Fly young students mentorship program
Technical knowledge, problem resolution, customer engagement, communication, team leadership,
email and chat support, social media management, the Microsoft Office and Google suites, project
management, SaaS and eCommerce support, online workplace collaboration.
