Client Service ManagerClient Service Manager
Anne
ID Verified$600
per month
($3/hour)
Profile Description
Results-driven Customer Experience Specialist with 7+ years supporting B2C and SaaS teams across email, live chat, and social DMs. Proven ability to boost customer satisfaction by 22%, cut ticket volume by 35% through self-service documentation, and identify churn signals before they become cancellations. Bilingual in English and Swahili, with hands-on experience in Intercom, CRM segmentation, and customers. io. I don't just close tickets—I find the patterns behind them, fix the root cause, and ...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
AI & Automation
Content & Writing
Customer Success
Data & Analytics
Design & Creative
E-commerce & Marketplace
Finance & Accounting
Virtual Assistance & Admin
Work Experience
Executive Assistant
Digital Health Africa
Aug 2024 - Present
Key Achievements:
• Managed executive calendars, stakeholder communications, and coordination for virtual events with 500+ participants per session • Implemented digital workflows that improved partner response times by 40%, reducing communication delays • Acted as liaison between leadership, government partners, healthcare innovators, and media organizations • Supported content creation, reports, and media kits that elevated DHA's thought leadership profile across East Africa
Bilingual Customer Support Specialist
Intron Health
Aug 2024 - Jul 2025
Key Achievements:
• Managed 25–30 daily support inquiries via email, live chat, and social media in English and Swahili, maintaining fast resolution times • Boosted customer satisfaction scores by 22% through first-contact resolution strategies and thorough issue follow-through • Created and maintained help center FAQs and documentation, reducing repetitive ticket volume and improving self-service usage by 35% • Identified at-risk users during onboarding and delivered tailored walkthroughs that improved product adoption and confidence • Escalated complex technical issues to product and engineering teams, ensuring resolution within 24–48 hours • Relayed customer feedback and churn signals to cross-functional teams, directly informing platform improvements