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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

• Isabela Rocha

  Marketing Manager

  isabela.rocha@brandmail.com.br•+55 11 98765-4321•São Paulo, Brazil

  Summary

  Marketing manager with 6 years of experience running brand campaigns and growth programs for consumer and e-commerce companies across Brazil and Latin America. Combines data-driven digital marketing with strong creative instincts to grow audience, engagement, and revenue at the same time. Comfortable moving between big-picture brand strategy and the performance-marketing details that make a campaign actually convert. Enjoys building and coaching lean marketing teams that ship fast without losing brand consistency.

  Experience

  Marketing Manager04/2021 – Present

  Nubank – São Paulo, Brazil

  • Lead a team of five running paid social, SEO, and lifecycle email campaigns across the app.
  • Grew organic traffic by 42% year-over-year through content and SEO investment.
  • Managed an annual marketing budget of R$ 6M across digital and offline channels.
  • Launched a referral program that became the second-largest new-customer acquisition channel.

  Brand Executive01/2018 – 03/2021

  Magazine Luiza – São Paulo, Brazil

  • Executed regional brand campaigns across TV, radio, and social media for two core product lines.
  • Coordinated with agencies on creative production, from brief to final delivery.
  • Analysed campaign performance data to guide the following quarter’s media spend.
  • Managed brand guideline compliance across 40+ store and marketplace touchpoints.

  Marketing Analyst02/2016 – 12/2017

  Ambev – São Paulo, Brazil

  • Supported category managers with market research and competitor pricing analysis.
  • Built monthly performance dashboards tracking campaign reach and sales lift.
  • Assisted with regional activation events for two flagship product lines.

  Skills

  Digital Marketing

  SEOGoogle AdsMeta AdsEmail MarketingMarketing Automation

  Brand

  Brand StrategyContent CreationCampaign ManagementTeam Leadership

  Languages

  Portuguese (native)English (fluent)Spanish (conversational)

  Education

  Bachelor of Business Administration – Marketing2012 – 2016

  University of São Paulo
  Bloom

• 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