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I am a dedicated Customer Support Associate with over 3 years of experience in SaaS and client-facing environments, delivering high-quality support across chat, phone, and ticketing systems. I regularly handle billing inquiries, troubleshoot product usage issues, and ensure SLA and CSAT goals are met. I excel at cross-functional collaboration, optimize workflows with tools like Zendesk, Salesforce, Intercom, and Notion, and maintain a customer-first mindset. I enjoy turning complex problems into clear, self-service resources and love helping teams deliver outstanding service.…I am a dedicated Customer Support Associate with over 3 years of experience in SaaS and client-facing environments, delivering high-quality support across chat, phone, and ticketing systems. I regularly handle billing inquiries, troubleshoot product usage issues, and ensure SLA and CSAT goals are met. I excel at cross-functional collaboration, optimize workflows with tools like Zendesk, Salesforce, Intercom, and Notion, and maintain a customer-first mindset. I enjoy turning complex problems into clear, self-service resources and love helping teams deliver outstanding service.

Stannley Mugabe

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I am a dedicated Customer Support Associate with over 3 years of experience in SaaS and client-facing environments, delivering high-quality support across chat, phone, and ticketing systems. I regularly handle billing inquiries, troubleshoot product usage issues, and ensure SLA and CSAT goals are met. I excel at cross-functional collaboration, optimize workflows with tools like Zendesk, Salesforce, Intercom, and Notion, and maintain a customer-first mindset. I enjoy turning complex problems into clear, self-service resources and love helping teams deliver outstanding service.…I am a dedicated Customer Support Associate with over 3 years of experience in SaaS and client-facing environments, delivering high-quality support across chat, phone, and ticketing systems. I regularly handle billing inquiries, troubleshoot product usage issues, and ensure SLA and CSAT goals are met. I excel at cross-functional collaboration, optimize workflows with tools like Zendesk, Salesforce, Intercom, and Notion, and maintain a customer-first mindset. I enjoy turning complex problems into clear, self-service resources and love helping teams deliver outstanding service.

Available to hire

I am a dedicated Customer Support Associate with over 3 years of experience in SaaS and client-facing environments, delivering high-quality support across chat, phone, and ticketing systems. I regularly handle billing inquiries, troubleshoot product usage issues, and ensure SLA and CSAT goals are met.

I excel at cross-functional collaboration, optimize workflows with tools like Zendesk, Salesforce, Intercom, and Notion, and maintain a customer-first mindset. I enjoy turning complex problems into clear, self-service resources and love helping teams deliver outstanding service.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

English

Fluent

Work Experience

Processing Care Coordinator at Henry Meds

May 1, 2025 - May 1, 2025

Managed 100+ daily cases in Zendesk & EHR, ensuring accurate data entry, verification, and 98% SLA compliance. Maintained a 95% CSAT by proactively managing client follow-ups and preventing escalations. Reduced prescription delays by 30% through improved provider coordination and workflow adjustments. Collaborate with Tier 2 and operations teams to escalate complex cases and ensure seamless handoffs. Designed Excel tracker to prevent duplicate handling, boosting team productivity by 18%.

Customer Support & Travel Consultant at Armatis (Project Ryanair)

May 1, 2025 - November 2, 2025

Provide first-line customer support across live chat and phone, maintaining a 4.8/5 CSAT rating. Conduct needs assessments and resolve booking, check-in, baggage, billing, refund, and cancellation cases with over 85% resolutions without escalation. Use Zendesk and SkySpeed to manage tickets and streamline workflows, reducing response time by 15%. Collaborate with claims, technical, and operations teams to address escalations and integration challenges. Author internal documentation and FAQs to improve user self-service.

Customer Service Professional at Sitel - Foundever (Projects: Lyft & Abbott)

March 1, 2024 - March 1, 2024

Provided international customer support across healthcare and transport sectors, achieving 92% first contact resolution. Delivered after-hours technical and incident resolution support, ensuring 100% SLA compliance. Partnered with cross-functional teams to enhance service processes and improve retention rates. Used Salesforce and Pipedrive to manage cases and maintain high QA scores.