Connecting Tech Expertise
with Exceptional Support
Hi, I'm Mary Kinyanjui. A Mathematics & Computer Science graduate who blends analytical problem solving with extensive remote customer support experience. I design solutions and resolve complex technical inquiries with ease.
const professional = {
name: "Mary Kinyanjui",
education: "B.Sc. Mathematics & CS",
skills: ["Zendesk", "Shopify", "TypeScript", "Python"],
focus: "Operations & Tech Support",
firstContactResolution: "95%"
};
// Ready to drive customer delight and support excellence
About Me
Bridging Science, Math & Customer Happiness
My academic background in Mathematics and Computer Science from the Technical University of Mombasa has trained me to analyze complex data systems and find logical structures in problem solving.
Applying this analytical mindset to the field of Customer Operations and Technical Support, I excel in high-pressure remote environments. Over my career, I've managed case resolutions with high accuracy, balanced complex multi-platform environments, and sustained first-contact resolution rates of up to 95%.
Support Channels
Proactive resolution across email, voice, and live chat platforms.
Tech Savvy
Quick learner of modern CRMs & software tools (Zendesk, Gorgias, Shopify, Office suite).
Efficiency Oriented
Self-managed and extremely reliable under tight SLAs and team metrics.
Relevant Experience
Proven track record in high-volume customer operations, case resolution, and technical support. View Updated CV (PDF)
Operations Customer Expert
Teleperformance EPZ Majorel — Mombasa, Kenya (Remote/Hybrid)
- Handle 100+ inbound customer calls and emails daily, delivering prompt, friendly and professional support in line with strict service-level KPIs.
- Resolve 95% of customer inquiries on first contact, directly improving satisfaction scores.
- Manage escalations and maintain accurate case documentation for 200+ cases weekly using company support systems.
- Balance multiple customer conversations simultaneously while meeting response-time and quality guidelines.
School Lead
Bridge Talent; Food For Education — Mombasa, Kenya
- Responded to parent and student inquiries with a 90% resolution rate within 24 hours, reflecting strong written communication and follow-through.
- Managed and updated records for 500+ students and parents, ensuring accuracy across a high volume of accounts.
- Proactively identified and resolved service issues, cutting delays by 15% via a solutions-oriented approach.
Freelance Administrative & Operations Assistant
AJNETWORKS
- Provided remote administrative and client support for multiple clients across 3 countries, communicating via email and chat to ensure timely task completion.
- Performed data entry and record management at a 99% accuracy rate, supporting reliable account and order-related documentation.
- Supported coordination and documentation across 10+ projects, all delivered on time while working independently.
Projects Showcase
A curated selection of technical projects showing my coding abilities and problem solving approach.
Koi's Journey
An interactive, responsive TypeScript project showcasing front-end animation, game state logic, and structured software architecture patterns.
AI Chatbot Interface
A interactive chat component interface built with JavaScript, allowing simulated conversations. Features asynchronous message flows and styling transitions.
Wallpaper Engine Extension
A web design asset engine designed to build and display responsive wallpapers or page backdrops dynamically reacting to client resolutions.
Intro to ML Learning
A repository containing initial machine learning model implementations, statistical datasets classification, and linear algorithms.
Custom Printf Implementation
Recreation of the standard C library printf function, focusing on buffer parsing, format specifiers handling, and system-level I/O output.
Core Skills
Customer Operations
- Email & Live Chat Inquiries
- Phone Support & Call Resolution
- Escalation & Case Management
- Order & Account Integrity
Platforms & Systems
- Zendesk CRM
- Gorgias Helpdesk
- Shopify Operations
- Microsoft Office Suite
Technical & Programming
- TypeScript / JavaScript
- Python & Data Analysis
- C / Java / SQL Databases
- HTML5 & CSS Grid/Flexbox
Get in Touch
Have a role, support inquiry, or a project in mind? Contact me directly below!
Contact Details
Feel free to reach out to me through any of the channels below. I look forward to connecting with you!