Loading profile…
Rosalia Munywoki
Open to opportunitiesCustomer Support Specialist
I'm a customer support specialist with 2+ years of experience supporting fast-paced teams using Zendesk and Zoho.
KenyaCustomer Support Specialist at Writer's Thrive
About
I resolve 200+ support tickets weekly while maintaining accuracy, with a focus on fast response times and accurate solutions. In my previous role, I resolved technical and platform issues for 20+ writers monthly, reducing workflow disruptions by 40%.
I adapt easily to the communication style your business requires, whether empathetic, casual, or formal. You can expect strong time management, professionalism, and a calm, solution-oriented approach to every customer interaction.
Experience
Customer Support Specialist
Resolved 200+ weekly support tickets and 10–20 emails via Zendesk, focusing on first-contact resolution and maintaining a ticket reopen rate below 5%. Built a knowledge base of 50+ articles, reducing repeat enquiries by 40%.
ZendeskTicket ManagementEmail CommunicationCustomer SupportTechnical TroubleshootingIssue ResolutionCustomer OnboardingKnowledge Base ManagementChatGptClaudeGoogle Workspace
Customer Support Representative
Supported a team of 5 copywriters through 10+ weekly calls and 15–20 emails via Zoho, improving average issue resolution time from 24 hours to under 8 hours. Trained 1 new team member on ticket management protocols and supervised their onboarding for 3 months.
Zoho
Education
Karatina University
Bachelor of Science in Microbiology degree from Karatina University from 2017 to 2021.
Bachelor of Science in Microbiology degree from Karatina University from 2017 to 2021.