Fiona Mwende
Regency Court,120-128 Hinckley Road
Summary
Detail-oriented User Support professional with a background in managing complex digital services and high-volume support environments. Proven expertise in triaging sensitive enquiries, identifying high-priority cases, and ensuring all actions align with data protection law and safeguarding policies. Experienced in supporting vulnerable individuals and providing empathetic guidance in sensitive circumstances.
Overview
7
7
years of professional experience
Work history
Support Worker
Affinity Trust
Leicester
2025.06 - 2026.04
- Provide dedicated support to individuals with learning disabilities, ensuring their safety and wellbeing through proactive care.
- Manage sensitive personal information with strict confidentiality, adhering to safeguarding protocols and data protection standards.
- Maintain accurate, detailed, and organized records of daily activities and incidents within internal systems.
Search Quality Rater
Welocalize
Remote, Leicestershire
2024.01 - 2025.03
- Evaluated complex search engine results to ensure they met quality standards and user intent in an information-intensive environment.
- Identified recurring patterns in data and flagged gaps to improve the relevance and accuracy of digital services.
- Managed high-volume tasks independently while collaborating with a digital-first, remote global team.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Customer Assistant
Naivas Supermarket
Nairobi
2023.02 - 2024.02
- Provided frontline assistance to a diverse user base, resolving queries and offering product guidance.
- Managed high-pressure situations with ease, ensuring customer satisfaction during peak hours.
- Improved customer relations by promptly addressing queries and concerns.
- Dealt effectively with customer complaints, resolving issues professionally and amicably.
- Upheld company policies whilst interacting with customers to maintain brand reputation.
Customer Service Executive and Team Leader
Betkwiff Ltd
Nairobi
2021.12 - 2022.12
- Led a customer support team in a high-volume digital environment, utilizing Zendesk for efficient ticket management and case tracking.
- Triaged and prioritized enquiries across multichannel platforms, including Email and Live Chat, ensuring timely responses to high-priority cases.
- Used Slack for real-time internal communication and collaboration across technical and non-technical teams to resolve user issues.
- Handled sensitive financial information and verified user documentation with strict adherence to privacy and data protection policies.
- Performed administrative duties efficiently; this included managing schedules, organising files and drafting correspondence.
- Improved customer satisfaction by addressing and resolving complaints swiftly.
- Assisted in training new staff to ensure consistency in service delivery.
- Assessed customer needs accurately, making relevant recommendations that fit their specific requirements.
- Delivered exceptional service to increase customer loyalty.
- Handled high volume calls whilst maintaining professionalism and composure.
- Utilised CRM software proficiently, streamlining the complaint handling process.
- Kept up-to-date with company policies, ensuring correct information was given at all times.
- Improved company processes by analysing customer feedback and service trends.
- Updated account information after customer calls for well-maintained data accuracy.
- Audited calls and service levels to maintain high standards.
- Built positive customer rapport through friendly, professional communication.
Front Office Supervisor
Serena Hotels
Nairobi
2019.02 - 2021.11
- Communicated extensively with clients via Email and Hotel Management Systems (HMS) to manage bookings, resolve complex enquiries, and provide tailored guidance.
- Managed sensitive guest data and personal information within hotel software in strict compliance with data protection and privacy regulations, ensuring secure storage of records.
- Identified high-priority situations and used sound judgement to act independently or escalate to management when necessary.
- Maintained high standards in data entry, ensuring the accuracy and integrity of digital service records.
- Tracked inventory levels, facilitating timely procurement of necessary supplies.
- Monitored daily hotel operations, ensuring top quality service provision.
- Assisted in budget preparation and control to maintain financial health of the establishment.
- Liaised with other departments ensuring consistent delivery of services across all units.
- Addressed guest queries promptly, enhancing overall guest experience.
- Maintained professional work environment with effective supervision of front office team.
Education
Diploma - Hospitality and Management
Kiriri Women’s University of Science and Technology
Skills
- Frontline User Support: Experienced in managing caseloads and responding via email, chat, and phone
- Data Protection & Privacy: Proficient in recognizing sensitive personal information and maintaining privacy standards across hospitality, finance, and care sectors
- Case Management: Skilled in triaging and prioritizing support demand using helpdesk systems like Zendesk and HMS
- Helpdesk & Communication: Zendesk (Ticketing), Slack, HMS (Hotel Management Systems), Microsoft Teams, and Outlook
- Software: Microsoft Office Suite (Excel, Word, PowerPoint) and CRM adaptability
- Languages: Fluent in English, Kiswahili, and Kikuyu
Timeline
Support Worker
Affinity Trust
2025.06 - 2026.04
Search Quality Rater
Welocalize
2024.01 - 2025.03
Customer Assistant
Naivas Supermarket
2023.02 - 2024.02
Customer Service Executive and Team Leader
Betkwiff Ltd
2021.12 - 2022.12
Front Office Supervisor
Serena Hotels
2019.02 - 2021.11
Diploma - Hospitality and Management
Kiriri Women’s University of Science and Technology