Top Talent like Agnes are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Agnes Nyambura.

Customer Success Manager
Zoom
Data Entry
Client Communication
Client Management
Administrative Support
Travel Planning
Organization
Planning
Monday.com
Microsoft Outlook
Calednly
Time Management
Scheduling
Trello
Office Administration
Virtual Assistant
Available for hire fromNegotiable
Contracts
Experienced Customer Support Specialist | CRM Expert with success in resolving customers concerns and inquiries as well as maintaining satisfaction.
With a Bachelor's Degree in Development Studies from Jomo Kenyatta University of Agriculture and Technology, I have honed my skills in customer service and sales over several years. As a Customer Support Specialist at Urban Coffee Mixx, I enhanced customer service quality by updating training materials and managing queries, reducing response times by 30% and boosting satisfaction by 22%. I effectively utilized CRM tools like Salesforce and Zoho, and led virtual team meetings to cut project delays by 20%. Previously, as a Sales Associate at Work and Talk Communication, I managed over 120 customer interactions daily, implemented a successful referral program, and improved first call resolution by 10% using Zendesk. I am set to expand my expertise with a Virtual Assistant course at ALX Academy in 2024. My proactive approach and technical proficiency ensure high-quality results and customer satisfaction.

Work History

U

Customer Support Specialist

Urban Coffee MixxFeb 2021 - Apr 2024 • 3 yrs 3 mosEnhanced quality customer service by updating existing training materials and guides, which contributed to an in-depth understanding of customer onboarding processes. Managed customer queries over live chat reducing average response time by 30%. Increased customer satisfaction levels by 22% by introducing Monday as a customer’s feedback system which ensured pro-active problem-solving. Utilized Salesforce and Zoho CRM software to track issues and ensure timely closure. Independently created a daily schedule using Asana to manage multiple customer accounts simultaneously resulting in delivering high quality results on time. Led weekly virtual team meetings via Zoom, effectively communicating project updates and resolving issues promptly, resulting in 20% reduction in project delays.
W

Sales Associate

Work and Talk CommunicationMar 2018 - Apr 2020 • 2 yrs 2 mosManaged 120+ customer calls each day as well as handling customer questions and complaints by phone, email, and chat platforms. Implemented referral program, which increased customer base by 20% in seven months. Answered questions about company product lines as well as sharing pricing details and discounts with customers. Improved first call resolution by a 10% rate through effective troubleshooting. Utilized Zendesk software efficiently, ensuring fast and smooth customer service.
U

Customer Support Representative

Urban Coffee MixxFull-time EmployeeFeb 2021 - Apr 2024 • 3 yrs 3 mos• Enhanced quality customer service by updating existing training materials and guides, which contributed to an in-depth understanding of customer onboarding processes. • Managed customer queries over livechat reducing average response time by 30% • Increased customer satisfaction levels by 22% by introducing Monday as a customer’s feedback system which ensured pro-active problem-solving. • Utilized Salesforce and Zoho CRM software to track issues and ensure timely closure. • Independently created a daily schedule using Asana to manage multiple customer accounts simultaneously resulting in delivering high quality results on time. • Led weekly virtual team meetings via zoom, effectively communicating project updates and resolving issues promptly, resulting in 20% reduction project delays.
W

Sales Associate/Customer Support Representative

Work and Talk CommunicationFull-time EmployeeSep 2019 - Apr 2020 • 8 mos• Managed 120+ customer calls each day as well as handling customer questions and complaints by phone, email and chat platforms. • Implemented referral program, which increased customer base by 20% in seven months. • Answered questions about company product lines as well as sharing pricing details and discount with customers. • Improved first call resolution by a 10% rate through effective troubleshooting. • Utilized Zendesk software efficiently, ensuring fast and smooth customer service.

Education

J

Jomo Kenyatta University of Agriculture and Technology

Bachelor’s Degree, Development studies2014 - 2019
A

ALX Academy

Virtual Assistant2024

How Pangea Works

Effortlessly discover top talent

We've distilled the candidate search from endless hours down to just a few minutes. Using Pangea's AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company's niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea's fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team's capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We've combined every part of the hiring process into one platform to eliminate the miscommunication that's unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Experienced Customer Support Specialist | CRM Expert with success in resolving customers concerns and inquiries as well as maintaining satisfaction.
With a Bachelor's Degree in Development Studies from Jomo Kenyatta University of Agriculture and Technology, I have honed my skills in customer service and sales over several years. As a Customer Support Specialist at Urban Coffee Mixx, I enhanced customer service quality by updating training materials and managing queries, reducing response times by 30% and boosting satisfaction by 22%. I effectively utilized CRM tools like Salesforce and Zoho, and led virtual team meetings to cut project delays by 20%. Previously, as a Sales Associate at Work and Talk Communication, I managed over 120 customer interactions daily, implemented a successful referral program, and improved first call resolution by 10% using Zendesk. I am set to expand my expertise with a Virtual Assistant course at ALX Academy in 2024. My proactive approach and technical proficiency ensure high-quality results and customer satisfaction.

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call

Top Talent like Agnes are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Agnes Nyambura.

Customer Success Manager
Zoom
Data Entry
Client Communication
Client Management
Administrative Support
Travel Planning
Organization
Planning
Monday.com
Microsoft Outlook
Calednly
Time Management
Scheduling
Trello
Office Administration
Virtual Assistant
Available for hire fromNegotiable
Contracts

Work History

U

Customer Support Specialist

Urban Coffee MixxFeb 2021 - Apr 2024 • 3 yrs 3 mosEnhanced quality customer service by updating existing training materials and guides, which contributed to an in-depth understanding of customer onboarding processes. Managed customer queries over live chat reducing average response time by 30%. Increased customer satisfaction levels by 22% by introducing Monday as a customer’s feedback system which ensured pro-active problem-solving. Utilized Salesforce and Zoho CRM software to track issues and ensure timely closure. Independently created a daily schedule using Asana to manage multiple customer accounts simultaneously resulting in delivering high quality results on time. Led weekly virtual team meetings via Zoom, effectively communicating project updates and resolving issues promptly, resulting in 20% reduction in project delays.
W

Sales Associate

Work and Talk CommunicationMar 2018 - Apr 2020 • 2 yrs 2 mosManaged 120+ customer calls each day as well as handling customer questions and complaints by phone, email, and chat platforms. Implemented referral program, which increased customer base by 20% in seven months. Answered questions about company product lines as well as sharing pricing details and discounts with customers. Improved first call resolution by a 10% rate through effective troubleshooting. Utilized Zendesk software efficiently, ensuring fast and smooth customer service.
U

Customer Support Representative

Urban Coffee MixxFull-time EmployeeFeb 2021 - Apr 2024 • 3 yrs 3 mos• Enhanced quality customer service by updating existing training materials and guides, which contributed to an in-depth understanding of customer onboarding processes. • Managed customer queries over livechat reducing average response time by 30% • Increased customer satisfaction levels by 22% by introducing Monday as a customer’s feedback system which ensured pro-active problem-solving. • Utilized Salesforce and Zoho CRM software to track issues and ensure timely closure. • Independently created a daily schedule using Asana to manage multiple customer accounts simultaneously resulting in delivering high quality results on time. • Led weekly virtual team meetings via zoom, effectively communicating project updates and resolving issues promptly, resulting in 20% reduction project delays.
W

Sales Associate/Customer Support Representative

Work and Talk CommunicationFull-time EmployeeSep 2019 - Apr 2020 • 8 mos• Managed 120+ customer calls each day as well as handling customer questions and complaints by phone, email and chat platforms. • Implemented referral program, which increased customer base by 20% in seven months. • Answered questions about company product lines as well as sharing pricing details and discount with customers. • Improved first call resolution by a 10% rate through effective troubleshooting. • Utilized Zendesk software efficiently, ensuring fast and smooth customer service.

Education

J

Jomo Kenyatta University of Agriculture and Technology

Bachelor’s Degree, Development studies2014 - 2019
A

ALX Academy

Virtual Assistant2024

How Pangea Works

Effortlessly discover top talent

We've distilled the candidate search from endless hours down to just a few minutes. Using Pangea's AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company's niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea's fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team's capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We've combined every part of the hiring process into one platform to eliminate the miscommunication that's unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Pangea empowers fractional work across the world for marketing and design roles.