Jacob Ngethe

Professional Customer Support Specialist with more than 3 years of experience providing technical support, customer service, and problem solving. Proven ability to quickly respond to customer inquiries and troubleshoot customer issues. Experienced in analyzing customer feedback and making data-driven decisions to improve customer satisfaction.

Customer Support Specialist with PesaPal Ltd. achieving 95% customer satisfaction and decreasing inbound requests by 40% within 6 months.

Experienced in resolving 1,800+ inquiries with a 24-hour resolution time.

Proactively identified improvement areas, soliciting feedback and ideas.

Proficient in Zendesk, SalesForce, Gorgias, Intercom, and Freshdesk for issue resolution and escalation coordination.

Skilled in generating reports, addressing billing inquiries, and securely handling customer data.

Previous experience includes increasing ticket resolution rate to 78%, achieving 98% customer satisfaction, and resolving 85% of technical issues on the first call.

Bachelor of Science in Economics and Finance

Kenyatta University • March 2015