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I am a strategic and empathetic Customer Relations and Support Specialist with over five years of experience in managing client communications, resolving issues, and delivering exceptional service in fast-paced remote environments. I excel at handling high volumes of technical and product-related inquiries with professionalism, empathy, and accuracy. I am skilled in CRM systems, support ticketing tools, and AI automation to streamline workflows, boost response efficiency, and deliver high customer satisfaction (96%+). I have strong technical awareness of digital tools and software operations, with a track record of collaborating across international teams to improve service performance. I am eager to contribute these strengths to Twine’s mission of empowering creators and businesses in an AI-driven world by delivering top-tier client relations and customer support that reflects innovation and excellence.…I am a strategic and empathetic Customer Relations and Support Specialist with over five years of experience in managing client communications, resolving issues, and delivering exceptional service in fast-paced remote environments. I excel at handling high volumes of technical and product-related inquiries with professionalism, empathy, and accuracy. I am skilled in CRM systems, support ticketing tools, and AI automation to streamline workflows, boost response efficiency, and deliver high customer satisfaction (96%+). I have strong technical awareness of digital tools and software operations, with a track record of collaborating across international teams to improve service performance. I am eager to contribute these strengths to Twine’s mission of empowering creators and businesses in an AI-driven world by delivering top-tier client relations and customer support that reflects innovation and excellence.

Mary Wairimu Ndirangu

Copywriter, Content Designer, Content Creator, +2

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I am a strategic and empathetic Customer Relations and Support Specialist with over five years of experience in managing client communications, resolving issues, and delivering exceptional service in fast-paced remote environments. I excel at handling high volumes of technical and product-related inquiries with professionalism, empathy, and accuracy. I am skilled in CRM systems, support ticketing tools, and AI automation to streamline workflows, boost response efficiency, and deliver high customer satisfaction (96%+). I have strong technical awareness of digital tools and software operations, with a track record of collaborating across international teams to improve service performance. I am eager to contribute these strengths to Twine’s mission of empowering creators and businesses in an AI-driven world by delivering top-tier client relations and customer support that reflects innovation and excellence.…I am a strategic and empathetic Customer Relations and Support Specialist with over five years of experience in managing client communications, resolving issues, and delivering exceptional service in fast-paced remote environments. I excel at handling high volumes of technical and product-related inquiries with professionalism, empathy, and accuracy. I am skilled in CRM systems, support ticketing tools, and AI automation to streamline workflows, boost response efficiency, and deliver high customer satisfaction (96%+). I have strong technical awareness of digital tools and software operations, with a track record of collaborating across international teams to improve service performance. I am eager to contribute these strengths to Twine’s mission of empowering creators and businesses in an AI-driven world by delivering top-tier client relations and customer support that reflects innovation and excellence.

Available to hire

I am a strategic and empathetic Customer Relations and Support Specialist with over five years of experience in managing client communications, resolving issues, and delivering exceptional service in fast-paced remote environments. I excel at handling high volumes of technical and product-related inquiries with professionalism, empathy, and accuracy. I am skilled in CRM systems, support ticketing tools, and AI automation to streamline workflows, boost response efficiency, and deliver high customer satisfaction (96%+).

I have strong technical awareness of digital tools and software operations, with a track record of collaborating across international teams to improve service performance. I am eager to contribute these strengths to Twine’s mission of empowering creators and businesses in an AI-driven world by delivering top-tier client relations and customer support that reflects innovation and excellence.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Customer Service & Administrative Specialist (Remote) at Majorel Kenya – Bolt Account

April 1, 2025 - April 1, 2025

Served as the primary liaison between customers and internal teams, managing over 100+ support cases daily via chat, email, and CRM platforms. Diagnosed and resolved complex customer issues, collaborating with developers and operations to prevent recurring problems. Leveraged AI tools (ChatGPT, Zapier) to automate response templates, reducing handling time by 30%. Tracked customer feedback to identify software usability issues, contributing insights to the product improvement roadmap. Maintained 97%+ customer satisfaction while consistently meeting service-level targets in a remote environment. Trained new remote hires on CRM best practices and communication tone alignment.

Customer Support Associate (Remote) at OKash – Opera Group

December 1, 2021 - December 1, 2021

Provided real-time product and account support for a fintech platform with over 1 million users. Monitored, logged, and resolved customer tickets through Freshdesk and in-app support systems, ensuring SLA compliance. Collaborated with software engineers to document recurring bugs and usability issues, helping refine backend functionality. Authored internal knowledge base articles to support faster resolutions and consistent tone across teams. Achieved 90%+ First Contact Resolution (FCR) rate and earned recognition for “Exceptional Customer Empathy” (2021).

Customer Relations & Collections Officer at Finley International Ltd.

May 1, 2020 - May 1, 2020

Managed sensitive client accounts, ensuring timely communication, accurate record-keeping, and professional dispute resolution. Maintained a balance between operational targets and client relationship quality through transparent and empathetic dialogue. Introduced structured CRM tracking systems to streamline follow-ups and data accuracy.

Administrative & Brand Assistant (Contract) at Promind Agency – Clients: Safaricom, Lindt, BAT

January 1, 2019 - January 1, 2019

Assisted with project coordination, logistics, and client engagement at corporate events. Developed and maintained digital tracking systems for inventory and scheduling using Google Workspace. Strengthened client service communication by ensuring brand consistency and professionalism at all touchpoints.