Truphena N.
Senior CRM and Customer Support Specialist
Open to offersNew to PlatformAbout
Truphena N. is a detail-oriented CRM and Customer Service professional based in Nairobi, Kenya, with over seven years of experience supporting customers in the fintech, SaaS, sports betting, and telecommunications industries. She brings hands-on expertise in CRM management using platforms such as Zendesk, Talkdesk, and custom systems, and has managed both live chat and multichannel remote support for companies like Afsap East Limited (22Bet Kenya), Zepz (Sendwave), MonsterConnect, SportPesa, and Ison BPO (Airtel Kenya). Her work includes fraud detection, KYC, user onboarding, and customer retention, with strict compliance to data protection and regulatory standards. Truphena has also contributed to global social impact research at 60 Decibels, performing accurate data entry and ensuring ethical standards. Recognized for data integrity and quality performance, she is skilled in troubleshooting, technical escalation, and internal collaboration to strengthen customer satisfaction and process improvement.
Experience
Customer Support Specialist (Remote Hybrid)
Afsap East Limited (22Bet Kenya) · 2024 — PresentProvided support through live chat, email, SMS, and phone, addressing account setup, betting, and payment inquiries. Educated users on responsible betting practices and identified signs of problem gambling in accordance with regulatory standards. Collaborated with IT and marketing teams to enhance the service experience and resolve customer issues. Stayed informed on product changes and platform updates to deliver accurate assistance while ensuring compliance with data protection regulations. Troubleshot technical issues and escalated them to internal teams as necessary. Participated in team training to remain current on best practices and policies and gathered customer feedback to aid in product and service enhancements.Research Assistant (Remote)
60 Decibels · 2024 — PresentConducted remote phone interviews for global social impact studies. Entered clean and accurate data into proprietary platforms while ensuring adherence to data privacy and ethical standards. Provided proactive project updates and escalated issues as they arose.User Protection Support Representative (Remote)
Zepz (Sendwave) · 2021 — 2023Delivered support through multiple channels, including Zendesk and Talkdesk, for financial transactions. Monitored and flagged suspicious activities in collaboration with Compliance Teams. Conducted KYC checks and facilitated user onboarding onto the remittance platform. Addressed escalations while maintaining service SLAs and enhancing CSAT ratings, recognized for quality and adherence in 2022.Customer Success Agent (Remote)
MonsterConnect · 2020 — 2021Managed scheduling and customer appointments for U.S. sales teams. Ensured accurate updates and maintenance of CRM records while achieving service targets through effective productivity and organization.Customer Service Representative (Remote)
SportPesa · 2016 — 2019Handled a high volume of inquiries across chat, calls, SMS, and email channels. Advocated for responsible gambling and promoted user engagement while consistently meeting time and quality KPIs. Logged and escalated technical issues via internal ticketing systems.Customer Support Executive (Onsite)
Ison BPO (Airtel Kenya) · 2013 — 2015Resolved inquiries related to mobile and internet services in English, Swahili, and Luo. Offered service recommendations and engaged in up-selling while documenting CRM updates and addressing billing issues.
Skills & Expertise
Education
- Diploma in Information Communication TechnologyRailways Training Institute · 2010 — 2012
- Certificate in Computer ApplicationsNakuru Counselling & Training Institute · 2009 — 2009
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