Sylvia Nasieku

Open to opportunities

Customer Support Moderator

Customer Support Moderator specializing in social media moderation and fast CRM-driven resolutions.

KenyaCustomer Support Moderator at Jumia Kenya

About

I’m a customer-focused Customer Support Moderator with over 5 years of experience in customer service and social media support. I manage online communities, respond to customer inquiries in real time, and keep a consistent brand voice across digital channels. In my previous role at Jumia Kenya, I handled 100+ daily customer inquiries, maintained response times within SLA targets, and resolved and de-escalated complaints to protect brand reputation. I track and document customer interactions using Salesforce and CRM tools, collaborating with my team to improve workflows and response quality.

Experience

Customer Support Moderator
Responded to 100+ daily customer inquiries across social media and digital channels while maintaining response times within SLA targets to improve customer satisfaction. Resolved and de-escalated complaints in real time and documented interactions in Salesforce/CRM tools while keeping a consistent brand voice.
Social Media ModerationCustomer SupportCrisis ManagementSalesforceCRM ToolsSLA Management

Education

Mount Kenya University
Earned a bachelor's degree at Mount Kenya University from September 2014 to December 2016.
Earned a bachelor's degree at Mount Kenya University from September 2014 to December 2016.
High School (unspecified)
Completed a High School Certificate in 2013.
Completed a High School Certificate in 2013.

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Sylvia Nasieku

Open to opportunities

Customer Support Moderator

Customer Support Moderator specializing in social media moderation and fast CRM-driven resolutions.

KenyaCustomer Support Moderator at Jumia Kenya

About

Experience

Customer Support Moderator
Responded to 100+ daily customer inquiries across social media and digital channels while maintaining response times within SLA targets to improve customer satisfaction. Resolved and de-escalated complaints in real time and documented interactions in Salesforce/CRM tools while keeping a consistent brand voice.
Social Media ModerationCustomer SupportCrisis ManagementSalesforceCRM ToolsSLA Management

Education

Mount Kenya University
Earned a bachelor's degree at Mount Kenya University from September 2014 to December 2016.
Earned a bachelor's degree at Mount Kenya University from September 2014 to December 2016.
High School (unspecified)
Completed a High School Certificate in 2013.
Completed a High School Certificate in 2013.

About

Experience

Customer Support Moderator

Education

Mount Kenya University

High School (unspecified)

About

Experience

Customer Support Moderator

Education

Mount Kenya University

High School (unspecified)