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  Kevin Ndirangu

  Customer Support Representative

  placbo2@gmail.comNairobi, KenyaEST / CST / MST / PST compatible (remote)

  Profile

  Dynamic customer support professional with 3+ years of experience delivering high-volume, time-sensitive support in fast-paced digital environments. Passionate about sports and sports gaming, with a strong grasp of online payments, identity verification, and fraud prevention. Known for owning outcomes autonomously, spotting issues before escalation, and using AI tools to drive speed and quality. Excited by Boom Sports’ mission to make Daily Fantasy Sports accessible to every fan.

  Experience

  Senior Customer Support Specialist01/2022 – Present

  Betika (SportsPesa Group) – Nairobi, Kenya

  • Managed 100+ daily customer interactions via live chat (Intercom) and email (Zendesk) for one of East Africa’s largest sports-betting platforms.
  • Resolved high-stakes account, payment, and gameplay disputes with empathy and precision, maintaining a 96%+ CSAT score across 18 consecutive months.
  • Led identity verification (KYC) reviews during peak sign-up periods, flagging fraud patterns and escalating suspicious accounts to the compliance team.
  • Monitored real-time platform dashboards for critical site issues; escalated payment gateway outages within 5 minutes, reducing resolution time by 30%.
  • Trained two junior agents on Zendesk workflows, macros, and escalation protocols, cutting average first-response time from 6 min to under 2 min.
  • Proactively used AI writing tools (ChatGPT, Claude) to draft support macros and improve response clarity, increasing deflection rate by 18%.

  Customer Support Representative05/2020 – 12/2021

  Cellulant – Nairobi, Kenya

  • Provided Tier 1 & 2 support for digital payments and mobile money products across 18 African markets, handling billing disputes, failed transactions, and refund requests.
  • Collaborated with the engineering team to reproduce and document recurring payment bugs, accelerating fix cycles by an average of 2 days.
  • Built a knowledge-base template library in Zendesk, reducing duplicate tickets by 22% within the first quarter of deployment.
  • Maintained full compliance with PCI-DSS guidelines when handling sensitive financial data and user verification.

  Sports Content & Community Support Intern01/2019 – 04/2020

  SportPesa Kenya – Nairobi, Kenya

  • Moderated community forums and social channels, responding to contest rule queries and gameplay questions within SLA targets.
  • Assisted in writing sports-rules FAQs and how-to guides for daily fantasy and in-play betting features.
  • Escalated VIP account issues to account managers, ensuring white-glove service for high-value players.

  Key Skills

  Support Tools:Zendesk, Intercom, Freshdesk, Salesforce Service Cloud

  Sports Knowledge:Football (EPL, UCL), Basketball (NBA), American Football (NFL), Daily Fantasy Sports mechanics

  Payments & Fraud:KYC/AML compliance, Chargeback management, Mobile money, PCI-DSS basics

  AI & Productivity:ChatGPT, Claude, Notion AI

  Core Competencies:High-volume live chat, Escalation management, CSAT optimisation, Remote async work

  Languages

  English (fluent)Swahili (native)

  Education

  Bachelor of Commerce – Business Information Technology2015 – 2019

  University of Nairobi

  Why Boom

  I thrive in exactly the environment Boom describes — fast-paced, high-ownership, and sports-obsessed. I don’t wait to be told what’s broken; I find it, flag it, and fix it. I’ve grown up watching the rise of DFS in the US and I want to be part of the team that brings that energy to every fan. Boom’s track record of nearly $100 million in player prizes tells me this product is real, and I want to help protect and grow the community behind it.

  Simple

• Charlotte Bennett

  Communications & PR Manager

  charlotte.bennett@mailbox.co.uk+44 7700 900123London, United Kingdom

  Professional Summary

  Communications professional with 6+ years leading media relations, brand storytelling, and crisis response for consumer-facing organisations across the UK and Europe. Skilled at translating complex corporate narratives into clear, credible public messaging that builds trust with press, regulators, and internal stakeholders alike. Comfortable operating under pressure during live news cycles, and known for turning a single well-placed story into a sustained multi-outlet campaign. Passionate about mentoring junior communicators and building repeatable processes that scale press response as an organisation grows.

  Experience

  Senior Communications Manager03/2021 – Present

  BBC Studios – London, United Kingdom

  • Lead media strategy and press relations for group-wide corporate announcements and product launches.
  • Serve as primary spokesperson liaison, briefing executives ahead of high-stakes interviews and public appearances.
  • Manage crisis communications response, cutting average response time to breaking coverage from 6 hours to under 90 minutes.
  • Built a newsroom contact database of 200+ journalists across print, broadcast, and digital outlets.
  • Mentor two mid-level communications officers on media strategy and executive briefing preparation.

  Public Relations Officer06/2018 – 02/2021

  Ogilvy UK – London, United Kingdom

  • Ran integrated PR campaigns for FMCG and telecom clients, coordinating press days and launch events.
  • Tracked and reported media coverage sentiment across five client accounts on a monthly basis.
  • Drafted press releases, briefing notes, and Q&A documents for client leadership teams.
  • Trained two junior PR assistants on media list building and pitch writing.

  Communications Assistant09/2016 – 05/2018

  Edelman UK – London, United Kingdom

  • Supported senior consultants on media outreach for consumer and retail accounts.
  • Compiled daily media monitoring reports and flagged emerging coverage risks.
  • Helped organise press events and managed journalist RSVP lists for product launches.

  Skills

  CommunicationsMedia Relations, Crisis Communications, Executive Messaging, Content Strategy, Reputation Management

  ToolsMeltwater, Cision, WordPress, Canva, Google Analytics

  Languages

  English (native) • French (conversational) • Spanish (basic)

  Education

  Bachelor of Arts – Communication & Media Studies2013 – 2016

  University of Leeds
  Chronicle

• About Me

  Product designer with 5 years of experience shaping fintech and e-commerce products used across Europe. Focused on turning ambiguous problems into clear, testable interfaces backed by user research and a strong design system, and comfortable owning a feature from early discovery sketches through to shipped, measured impact. Enjoys pairing closely with engineers rather than throwing designs over the wall, and mentors newer designers on research methods and critique practice. Outside of core product work, runs an internal Figma-plugin side project used across the design org.

  Experience

  Senior Product Designer02/2022 – Present

  N26 – Berlin, Germany

  • Own end-to-end design for the mobile banking app used by millions of customers across Europe.
  • Built and maintain the company-wide design system, cutting new-feature design time by 30%.
  • Run monthly usability studies with customers to validate flows before engineering handoff.
  • Mentor two junior designers on research methods, critique practice, and portfolio reviews.

  Product Designer07/2019 – 01/2022

  SAP – Berlin, Germany

  • Designed enterprise dashboards for a cloud platform used by clients across 18 markets.
  • Partnered with PMs and engineers in weekly critiques to ship two major releases per quarter.
  • Introduced a component library that reduced UI inconsistencies across three product teams.
  • Ran quarterly design reviews that surfaced accessibility issues before release.

  Junior Product Designer08/2017 – 06/2019

  Zalando – Berlin, Germany

  • Designed checkout and returns flows for the mobile shopping app.
  • Supported user interviews and synthesised findings into actionable design recommendations.
  • Built and maintained a small icon and illustration library used across the app.

  Education

  Bachelor of Design2013 – 2017

  Berlin University of the Arts
  Slate

• Professional Experience

  Twiga Foods

  Finance Manager

  03/2022 – Present | Nairobi, Kenya

  • Manage monthly budgeting cycles and variance analysis for two business units.
  • Lead reporting improvements that reduced closing timelines by three days.
  • Partner with operations and procurement teams to support cost control initiatives.
  • Mentor a junior financial analyst on forecasting models and reporting standards.

  KCB Group

  Senior Financial Analyst

  01/2019 – 02/2022 | Nairobi, Kenya

  • Delivered monthly performance reports for leadership across revenue and expense lines.
  • Improved forecast models to support more accurate quarterly planning decisions.
  • Owned financial dashboards and presented insights during business review meetings.
  • Supported the annual budget planning cycle across three regional business units.

  Deloitte East Africa

  Financial Analyst

  06/2017 – 12/2018 | Nairobi, Kenya

  • Supported account reconciliations, reporting packs, and annual budget preparation.
  • Coordinated data validation activities to improve consistency across finance reports.
  • Assisted audit teams with client documentation requests during year-end engagements.

  Safaricom

  Finance Intern

  05/2016 – 04/2017 | Nairobi, Kenya

  • Assisted with expense tracking and monthly reconciliation.
  • Prepared spreadsheet updates for budget monitoring.
  • Supported the finance team during quarterly close with data entry and filing.

  Education

  MBA in Finance

  Strathmore Business School

  2020 – 2022 | Nairobi, Kenya

  Bachelor of Commerce – Finance

  University of Nairobi

  2012 – 2016 | Nairobi, Kenya

  Certificates

  CPA-K

  ICPAK

  2018

  Financial Modeling & Valuation Analyst (FMVA)

  Corporate Finance Institute

  2021
  Portrait

• Wei Ling Tan

  Operations Directorweiling.tan@opsmail.com+65 8123 4567Singapore

  Executive Summary

  Operations executive with over 10 years scaling logistics and mobility businesses across Southeast Asia. Known for building operational discipline into fast-growing teams without slowing down the pace of growth, and for staying close enough to frontline operations to catch problems before they show up in a dashboard. Has managed operations through a market expansion, a major systems migration, and a period of 3x volume growth, and reports comfortably at both the operating-metric level and the boardroom level.

  Experience

  05/2020 – Present

  Operations Director

  Grab – Singapore

  • Oversee daily operations across four regional hubs serving over 2 million monthly rides.
  • Redesigned driver onboarding, cutting average activation time from 9 days to 3 days.
  • Own the annual operations budget of SGD 12M and report performance directly to the country GM.
  • Built a data-driven incident response process that reduced service downtime by 40%.

  02/2016 – 04/2020

  Regional Operations Manager

  DHL Express – Singapore

  • Managed warehouse and last-mile delivery operations across the region.
  • Led a team of 45 field staff and drivers through a period of 3x volume growth.
  • Implemented route optimisation that cut average delivery cost per order by 22%.
  • Led the regional rollout of a new warehouse management system across six sites.

  01/2012 – 12/2015

  Operations Supervisor

  SingPost – Singapore

  • Supervised a team of 15 sorting and delivery staff across a regional distribution hub.
  • Monitored daily throughput targets and escalated bottlenecks to site management.
  • Assisted in piloting a barcode-scanning process that cut manual sorting errors by 30%.

  Key Skills

  Operations: Operations Strategy, Supply Chain Management, Process Improvement

  Leadership: P&L Management, Team Leadership, Change Management

  Languages

  English (fluent)Mandarin (native)

  Education

  2018 – 2020

  MBA

  National University of Singapore

  2008 – 2012

  Bachelor of Business Administration

  Nanyang Technological University
  Meridian