Monicah Njonjo

Customer/Product support

Data EntryComplaint Resolution SpecialistCustomer Retention SpecialistCustomer Care SpecialistLive ChatChat SupportClient Relations SpecialistHelp Desk SupportCustomer ServiceTechnical Support AgentSupport SpecialistCustomer Support RepresentativeCall Center

roduct & Customer Support Specialist with 7+ years’ experience supporting SaaS, e-commerce, and commercial off-the-shelf (COTS) software. Proven ability to handle 100+ tickets/day, maintain 95% CSAT, and resolve complex SaaS cases within ~30 minutes average response time. Known for strong troubleshooting, customer advocacy, and cross-functional collaboration. Leverage AI-augmented tools (Copilot, Grammarly, Intercom AI) to reduce manual workload while preserving a high-empathy customer experience.

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