Lidia Mufogo Airo
About Candidate
Experienced Customer Representative and Trust and Safety Associate with over five years
of providing exceptional customer support, fraud prevention, content moderation and user
safety enforcement. Looking to apply my skills in customer support, identifying risks,
problem solving and improving platform compliance, leadership and training. Proven
ability to deliver high customer satisfaction, enforce policies objectively, and collaborate
across teams to maintain secure and user-friendly environments
Location
Education
I went to Moi University where I studied Communication and Public Relations and graduated with Second Class Honours Upper Division.
Attained a B+
Work & Experience
I have experience responding to client queries via email and chat, ensuring high customer satisfaction and first contact resolution. I’ve provided product and membership information, maintained accurate customer records, and collaborated across departments to resolve issues efficiently. I conducted follow-ups to support retention, shared customer feedback for service improvement, and escalated complex issues as needed. My role also included monitoring transactions, moderating user content for compliance, conducting NPS surveys, and supporting training by creating schedules, materials, and updating manuals to reflect current products and services.
handled outbound calls for payment collections, addressed non-renewal concerns, and resolved internet-related issues to support customer retention. I managed inquiries and complaints via phone and email, using strong problem-solving skills and technology to maintain accurate records and handle high call volumes. I advised customers on products and services, collected payment details, scheduled support visits, and promoted ongoing deals. I also worked closely with the customer service manager to maintain high service standards and ensure customer satisfaction.
